Customer Service Team Leader

5 days 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

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