Customer Service Team Leader

24 hours ago

Cebu City, Central Visayas, Philippines KuddleandCo Full time ₱800,000 - ₱1,200,000 per year

Key Responsibilities

  • Lead and supervise a team of customer service agents, providing guidance, support, and mentorship.
  • Conduct regular one-on-one meetings and team huddles to review performance, provide feedback, and communicate company updates.
  • Motivate the team to achieve individual and team targets, including customer satisfaction scores, average handling time, and quality metrics.
  • Monitor and evaluate agent performance through call listening, ticket reviews, and quality audits.
  • Identify performance gaps and implement coaching plans to improve skills and efficiency.
  • Ensure the team adheres to all company policies, procedures, and service standards for the travel account.
  • Handle escalated customer inquiries and complex issues that require a higher level of authority or expertise.
  • Work to resolve customer complaints in a timely and professional manner, ensuring a high level of customer satisfaction.
  • Serve as a subject matter expert on the travel account's products, services, and booking systems.
  • Develop and implement coaching strategies to enhance the team's knowledge and soft skills.
  • Create a culture of continuous learning and professional growth within the team.
  • Generate and analyze performance reports to track team progress and identify trends.
  • Collaborate with senior management to develop and implement strategies for process improvement.
  • Manage the team's schedule, including shift rotations, break times, and leave requests.

Qualifications and Requirements

  • At least 1-2 years of experience as a Team Leader or Supervisor in a BPO
  • Direct experience handling a travel account is highly preferred.
  • Strong problem-solving and decision-making abilities.
  • Excellent communication skills, both written and verbal, in English
  • Solid understanding of customer service metrics and performance management.
  • Strong organizational and time management skills.
  • Willingness to work on a shifting schedule, weekends, and holidays, to support 24/7 operations.
  • This is typically a full-time, on-site position based in Cebu.

Job Types: Full-time, Permanent

Benefits:

  • Flextime
  • Health insurance
  • Opportunities for promotion

Work Location: In person

  • Team Leader

    24 hours ago

    Cebu City, Central Visayas, Philippines TECHNOGLOBAL TEAM, INC. Full time $40,000 - $80,000 per year

    We are currently seeking a dynamic and results-oriented Operations Team Leader to lead our talented team of professionals YOU DESERVE THE BEST - Enjoy these PerksComprehensive day 1 HMO with 10K medical reimbursementAdditional HMO coverage for your family + dental coverageFree annual Flu vaccineContinuous career development and certificationsTravel &...

  • Operations Team Leader

    1 day ago

    Cebu City, Central Visayas, Philippines TechnoGlobal Team Inc. Full time ₱400,000 - ₱450,000 per year

    We are currently seeking a dynamic and results-oriented Operations Team Leader to lead our talented team of professionals.YOU DESERVE THE BEST - Enjoy these PerksComprehensive day 1 HMO with 10K medical reimbursementAdditional HMO coverage for your family + dental coverageFree annual Flu vaccineContinuous career development and certificationsTravel &...

  • Customer Service Team Lead

    1 day ago

    Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱403,200 - ₱408,000

    Job Title: Team LeaderTeam Leadership OpportunityWe are seeking an exceptional team leader to lead a group of customer service representatives. The ideal candidate will have excellent leadership and communication skills, as well as the ability to motivate and develop their team members.Key Responsibilities:Lead a team of customer service representatives to...

  • Customer Service Team Lead

    9 hours ago

    Cebu City, Central Visayas, Philippines beBeeLeadership Full time ₱50,000 - ₱60,000

    Job SummaryWe are seeking an ambitious and disciplined Team Leader to join our office-based team in Cebu. As a Customer Service Team Leader, you will be responsible for leading from the front and driving success in our fast-paced environment.Key ResponsibilitiesManage a team of customer service representatives to ensure exceptional customer...

  • Team Leader

    1 day ago

    Cebu City, Central Visayas, Philippines Outsourced Full time $40,000 - $80,000 per year

    About Us:Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and...

  • Customer Service Team Leader

    7 days ago

    Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱800,000 - ₱1,200,000

    Job OpportunityAbout this Role: We are seeking a skilled Team Lead to oversee our Customer Service team and drive performance excellence.Work Environment: This is an onsite role located in Cebu, offering flexible working hours with no fixed schedule.Shift: As a key member of our team, you will be expected to work on a variety of shifts, including mornings,...

  • Customer Service Team Lead

    7 days ago

    Cebu City, Central Visayas, Philippines TalentPop App Full time

    OverviewLead with Impact as Our Next Customer Service Team Lead Do you thrive in guiding teams toward success? At TalentPop, we're looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. If you're a results-driven leader who knows how to balance people...

  • Customer Service Representative

    1 day ago

    Cebu City, Central Visayas, Philippines TechnoGlobal Team Inc. Full time ₱250,000 - ₱300,000 per year

    Craving stability with a career path that lets you shine? Look no further We offer a secure and supportive environment where you can build a fulfilling career.YOU DESERVE THE BEST - Enjoy these PerksComprehensive day 1 HMO with 10K medical reimbursementAdditional HMO coverage for your family + dental coverageFree annual Flu vaccineContinuous career...

  • Team Leader

    1 day ago

    Cebu City, Central Visayas, Philippines Helpware Full time $30,000 - $50,000 per year

    Team Leader About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams,...

  • Team Leader/Supervisor

    1 day ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions Inc. Full time ₱600,000 - ₱1,200,000 per year

    About the role As a Team Leader/Supervisor - Retail at Stark Asia Solutions Inc., you'll play a vital role in leading and motivating a team of customer service professionals. In this full-time, on-site position based in Cebu Central Visayas, you'll be responsible for ensuring exceptional customer experiences and driving the success of the retail...