Customer Service Team Leader
9 hours ago
We are seeking a highly skilled Customer Service Group Leader to guide and elevate our customer service operations. The ideal candidate is a strong people leader with exceptional client management skills and a proven history of driving results across multi-channel support environments.
Key Responsibilities:
- Consistently ensure all SLA and KPI targets are met or exceeded
- Oversee daily operations for voice, non-voice, and technical support teams
- Review performance data and execute strategic action plans for improvement
- Manage escalations and deliver prompt updates to internal and external stakeholders
- Coordinate staffing, scheduling, and performance monitoring activities
- Present performance reports to the Operations Manager and clients
- Act as the Operations Manager when required
Qualifications:
- 5–7 years of experience in the BPO or contact center industry
- Minimum of 2 years in a supervisory or team leadership role
- Strong background in client relationship management
- Hands-on experience with voice, email, chat, and back-office operations
- Demonstrated success in achieving operational targets
- Excellent leadership, organizational, and time-management abilities
Preferred Qualifications:
- Experience working with international clients
- Background in banking, financial services, or e-commerce support
Job Type:
Full-time, Permanent
Compensation:Php43,000.00 – Php45,000.00 per month
Benefits:
- Company Christmas gift
- Company-sponsored events
- Health and life insurance
- Opportunities for career advancement
- Paid training
- Salary increase eligibility
- Conversion to permanent employment
- Complimentary staff meals
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