Customer Service Team Lead

2 weeks ago

Angeles City, Central Luzon, Philippines beBeeSupervisor Full time ₱1,397,400 - ₱1,946,300
Job Title

The Clark Workforce Supervisor is responsible for overseeing the workforce and implementing efficient strategies to meet service level agreements.

  • Monitors service levels, forecasts, and directs real-time adjustments to ensure client goals are met.
  • Provides advice on cost-effective strategies and innovative solutions to deliver exceptional customer service.

Main Responsibilities:

  • Coaches team members, sets performance expectations, and monitors productivity through KPIs.
  • Covers a diverse group of professionals across multiple sites and accounts, ensuring seamless communication and high professionalism.
  • Serves as a liaison between teams and leadership, conveying vision, direction, and strategy.

Requirements:

  • Minimum 7-9 years call center experience with expertise in workforce management.
  • 2-4 years of experience managing Workforce Operations in a dynamic call center environment.
  • Degree in Business, Finance, Management, Mathematics, Statistics, Computer Science, or related field.
  • Strong technical skills, project management capabilities, and process improvement expertise.

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