Customer Service Team Lead

3 days 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 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.

If you scream "passionate customer service professional", we want you

What you'll do:

Conduct coaching sessions for agents regularly to address pain points and areas for immediate improvement

Facilitate Weekly Team Meeting - Briefing of product and/or process updates, performance status, etc.

Monthly Performance Review - Discuss end-of-month performance of individual team members and address as necessary

Real time Performance Monitoring - Ensure agents are adhering to the agreed schedule and proper notification is done (breaks, queue/skillset, attendance). All metrics are managed and achieved daily (Service Level, Abandon Rate, Answer Rate etc.)

Oversee L2 Escalation, and critical Case Management

Schedule shells management and communication within the team

Other duties as assigned by management.

What we seek:

A symbol of unquestionable integrity and work ethics

Someone who can groom future leaders

What you'll need:

Preferably 2-3 years of BPO leadership experience handling a team

Has passion for performance/excellence and ability to go with the fast paced environment

Has experience in handling voice and chat channels

Willing to work on-site in the Paranaque Integrated Terminal Exchange (PITX)

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