Contact Center Team Lead

2 weeks ago

Manila, National Capital Region, Philippines Capgemini Full time ₱2,000,000 - ₱2,500,000 per year
Job Description

The Customer Service Team Leader supervises and guides a team of customer service representatives for high-quality service delivery. This role involves monitoring performance, coaching team members, resolving escalated issues, and driving continuous improvement in customer satisfaction and operational efficiency. Mentioned below are key duties:

  • Lead, mentor, and support a team of Customer Service team members.
  • Conduct regular team meetings and one-on-one performance reviews.
  • Set daily, weekly, and monthly targets for the team.
  • Track and analyse Customer Service metrics and KPIs.
  • Prepare performance reports and present findings to senior management.
  • Identify areas for improvement and implement corrective actions.
  • Collaborate with account stakeholder to streamline operations.

Skills Required

  • Strong leadership and team management skills
  • Familiarity with workforce management and scheduling tools
  • Excellent communication, and problem-solving resolution abilities

Qualifications (Education/Experience/Certification):

  • At least 7 years of experience in Customer Service, preferably Bank operations, and 3 years as Team Lead
  • Must have Finance/Cards/Banking experience
  • College Graduate
  • Amenable to work full onsite in any of our Manila sites - Pasay or  Taguig following AU shift
  • With experience working in ANZ market

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