B2B Customer Service Team Lead

2 days ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions Full time ₱2,000,000 - ₱2,500,000 per year
Team Leader - Onsite (1Nito Tower Cebu)

Responsibilities:

● Responsible for the overall performance of the B2B Presales & VIP Care team. Manage, coach, develop, and train team members, ensuring KPIs, attendance, tardiness, and adherence to schedules are met

● Resolve escalations and escalate to the Senior Team Leader as required

● Responsible for addressing team member performance issues, and raising concerns with the Senior Team Leader as required

● Drive operational efficiencies to ensure daily, weekly, and monthly KPIs are met and incrementally improved

● Manage the Quality Performance of the team to ensure continuous improvement.

● Manage the Productivity Performance of the team to enhance efficiency.

● Lead performance management processes for team members, providing guidance and support.

● Ensure communication and escalations are appropriately actioned with cross-functional teams (i.e. B2B Sales Team, Supplier Operations, Logistics and Category Management, Legal, etc).

Minimum Skills:

● With minimum 2 years of experience leading teams within a contact centre environment/BPO.

● B2B experience with a focus on sales/pre-sales support preferred.

● Salesforce experience or any similar tool is preferred.

● Strong leadership and people management skills, with the ability to inspire, coach, and develop a diverse team of professionals.

● Excellent communication skills, both written and verbal, with the ability to effectively interact with stakeholders at all levels.

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