Customer Service Team Lead

7 days ago

Manila, National Capital Region, Philippines Lalamove Full time ₱300,000 - ₱600,000 per year

Company Intro: Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it  Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter.

What you'll do:
  • Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive immediate improvement
  • Facilitate Weekly Team Meetings: Lead weekly sessions to communicate product or process updates, review team performance, and align on action plans and priorities
  • Monthly Performance Review: Conduct end-of-month performance reviews for each team member to evaluate results, provide feedback, and implement necessary actions for improvement.
  • Real-Time Performance Monitoring: Ensure agents adhere to their assigned schedules and follow proper notification protocols for breaks, queue or skillset changes, and attendance. Monitor and manage all key performance metrics daily (e.g., Service Level, Abandon Rate, Answer Rate) to ensure targets are consistently met
  • Oversee L2 Escalation, and critical Case Management.
  • QA Calibration (L1/L2)
  • Schedule shell management and communication within the team.
  • Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency. 
  • Foster a positive and productive team environment.
  • Other duties as assigned by management.

What we seek:
  • A symbol of unquestionable integrity and work ethics
  • Someone who can groom future leaders.
  • Someone flexible with the department's shift rotation pattern
What you'll need:
  • Preferably 2-3 years of BPO leadership experience handling a team
  • Previous leadership or supervisory experience preferred
  • Has passion for performance/excellence and ability to go with the fast paced environment
  • Strong organizational skills to give the team direction
  • Ability to analyze data and generate reports
  • Has experience in handling voice and chat channels
  • Well developed communication skills; ability to communicate to all levels
  • Willing to work in the Paranaque Integrated Terminal Exchange (PITX)

  • Customer Service Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Lalamove Full time

    Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it Currently, Lalamove is a leading global on-demand delivery...

  • Customer Service Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines LaLaMove Full time

    Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it Currently, Lalamove is a leading global on-demand delivery...

  • Customer Service Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Bosch Service Solutions, Inc. Full time $104,000 - $130,878 per year

    Company DescriptionAt Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join inand feel the difference.Established in 1985 as a monitoring center and provider of...

  • Customer Service Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Coins Full time ₱1,500,000 - ₱3,000,000 per year

    We are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.Key Responsibilities: Strategic...

  • Port Services Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Robert Walters Full time ₱1,500,000 - ₱2,500,000 per year

    Purpose:The Port Services Team Lead is responsible for leading and developing the husbandry agency team, ensuring customer requirements are met as per service agreements, and overseeing port call arrangements. This role involves managing team performance, driving process improvements, and maintaining compliance with operational standards to deliver...

  • Support Services Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Harris Computer Full time $70,000 - $120,000 per year

    SmartWorks, a division of Harris Utilities, has been serving the utility industry in North America and the Caribbean for 40+ years. Our mission is to unlock the value of the Smart Grid by delivering innovative software and exceptional service to utility companies and their customers.We're looking for a Support Services Team Lead with strong technical and...

  • Finance Services Team Lead

    5 days ago

    Manila, National Capital Region, Philippines QBE Insurance Group Full time ₱60,000 - ₱120,000 per year

    Primary DetailsTime Type: Full timeWorker Type: EmployeeThe Finance Services Team Lead - Reporting will provide high level business analysis and results, provides recommendations, leadership, direction and coordination of operational activities within the team in accordance with established policies and procedures, including driving change, optimizing...

  • Finance Services Team Lead

    35 minutes ago

    Manila, National Capital Region, Philippines QBE Full time ₱80,000 - ₱150,000 per year

    Primary DetailsTime Type: Full timeWorker Type: EmployeeThe Finance Services Team Lead - Reporting will provide high level business analysis and results, provides recommendations, leadership, direction and coordination of operational activities within the team in accordance with established policies and procedures, including driving change, optimizing...

  • Team Lead

    5 days ago

    Manila, National Capital Region, Philippines EROAD Full time ₱60,000 - ₱120,000 per year

    The Tech Support Team Lead is a hands-on leader who supports and develops a technical support team, ensuring customers receive best-in-class service while contributing directly to case resolution. This role combines individual contribution with team leadership — balancing frontline ticket handling, escalations, and coaching to drive performance and...

  • Dental Nurse

    2 weeks ago

    Manila, National Capital Region, Philippines Kaizen United Customer Service Company Full time ₱996,000 - ₱1,224,000 per year

    Key Responsibilities:· Assist the dentist/hygienist/therapist in all clinical procedures, providing chairside assistance.· Maintain impeccable standards of hygiene and cross infection control, according to the latest guidelines and following practice procedures and policy.· Prepare instrument trays for procedures.· Follow all practice procedures and...