Customer Service Team Lead

5 hours ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time ₱1,800,000 - ₱2,500,000 per year

Role Overview:

The
Team Leader – Customer Service Operations
is responsible for leading a team of customer service representatives. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability. The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.

Key Responsibilities:

  • Lead, manage, and motivate a team of 10-15 customer service agents.
  • Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
  • Monitor schedules, attendance, and real-time performance for optimal coverage.
  • Resolve issues promptly to minimize overnight service disruptions.
  • Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
  • Enforce policies, SOPs, and compliance standards consistently.
  • Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.
  • Conduct call reviews and maintain data security, especially during off-peak hours.
  • Share end-of-shift updates and coordinate with global teams for smooth transitions.
  • Recommend process improvements and support cross-site operations.

Qualifications:

  • Bachelor's degree in any discipline preferred.
  • Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
  • Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
  • Excellent communication, analytical, and leadership skills.

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