Customer Service Assistant Team Lead

2 weeks ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time ₱300,000 - ₱600,000 per year

Dayshift

Onsite in our BGC Taguig Office

The Customer Connect Assistant Team Leader will lead a team of Customer Connect Specialists and support them in assisting our customers to ensure they feel seen, heard and valued. This role is focused on delivering excellent customer service and achieving first contact resolution where possible.

Responsibilities:

Leadership & Team Management


• Lead, coach, and motivate the team of Customer Connect Specialists to achieve individual and team goals.


• Support onboarding and ongoing training of team members.


• Identify skill gaps and coordinate development plans to build capability.


• Foster a positive, inclusive, and high-performing team culture

Customer Service Excellence


• Ensure the team delivers consistent, high-quality customer service across all channels


• Handle escalated customer issues and complaints professionally and promptly


• Manage daily workflow and resource allocation to meet service level targets


• Monitor call volumes, wait times, handling time using ring central reporting


• Identify and implement process improvements to enhance efficiency and customer experience

Reporting & Analysis


• Track and report on team performance metrics, trends, and improvement areas


• Provide insights and recommendations to management based on data analysis

Qualifications:


• 2-3 years or more proven experience in a call center or customer service Supervisor/Team Lead role, ideally within a high-volume environment.


• Experience with RingCentral (communications platform) or any similar systems is desireable.


• Strong understanding and application of customer experience measurement metrics (such as NPS, CSAT, CES, and First Call Resolution) to monitor and enhance service delivery.


• Ability to implement and optimize reporting tools for real-time and historical analytics; able to translate raw data into actionable insights for both team members and senior management.


• Excellent English communications skills (Both Verbal and Written)

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