Customer Service Team Lead

5 days ago

Makati City, National Capital Region, Philippines epay, a Euronet Company Full time ₱300,000 - ₱600,000 per year

We are seeking a proactive and results-driven
Team Lead
to oversee day-to-day operations and drive performance within a customer service team. The ideal candidate will maintain exceptional personal productivity while managing agent performance, enforcing company policies, and ensuring service level agreements (SLAs) are met across all communication modalities. This role is crucial in fostering a productive, compliant, and positive team environment.

Performance & Productivity

  • Achieve and maintain daily personal Calls/Chats per Hour (CPH).
  • Ensure perfect personal attendance and quality standards.
  • Monitor team's hourly TPH/CPH and provide necessary feedback.
  • Conduct test calls to ensure no inbound technical issues. Team & Queue Management
  • Oversee breaks for agents and team coordinators; strictly enforce break policies.
  • Approve or disapprove emergency breaks based on operational needs.
  • Manage all communication queues (email, phone, chat) and ensure even distribution of workload.
  • Monitor and control SLA performance.

Reporting & Documentation

  • Submit the following reports with accuracy and timeliness:

o Daily: Agent performance, team performance, shift summary, staffing details.

o Weekly: Agent and team performance, DSAT analysis.

o Monthly: Agent and team performance reports, SLA and open tickets.

o Ad-hoc/As Required: Attendance, quality, downtime reports, Queue end report.

People & Policy Management

  • Assign tasks to Team Members.
  • Conduct team huddles to communicate policy or process updates.
  • Review and approve team schedule requests.
  • Enforce the company dress code and all internal policies, including Euronet Security Standards.
  • Conduct internal audits as needed.
  • Foster a healthy, respectful, and growth-oriented team culture.

Communication & Leadership

  • Keep the team informed of changes in procedures, SLAs, and outcome expectations.
  • Act as the first point of escalation for operational issues.
  • Encourage open communication and act as a role model in adhering to organisational values and professionalism.

REQUIREMENTS

Education & Experience

  • Bachelor's degree preferred or equivalent experience.
  • 3+ years in customer service role, preferably in in Financial Services, FinTech, IT, Telecommunications, Banking or Insurance.
  • Minimum 2 years in a supervisory or team lead role from previous jobs is desirable. Skills

  • Customer Service Team Lead

    5 days ago

    Makati City, National Capital Region, Philippines RCMTPH Inc Full time

    We are seeking an experienced Customer Service Team Lead to supervise operations and bridge frontline representatives with management. This role combines hands-on leadership with operational excellence. The ideal candidate will mentor team members, manage daily workflows, and provide additional customer outreach to ensure service excellence. We need a...

  • PTP Team Lead

    5 days ago

    Mandaluyong City, National Capital Region, Philippines Jardine Service Centre Full time ₱400,000 - ₱800,000 per year

    About Jardine Service Centre (JSC)Jardine Service Centre Philippines is an organization fully owned by Jardine Matheson Group which is a diversified Asian-based group with unsurpassed experience in the region, having been founded in 1832. JSC is responsible for providing back-office support to the business units of Jardine Group by administrating...

  • Client Services Team Lead

    3 days ago

    Makati City, National Capital Region, Philippines Liveware Full time $240,000 - $480,000 per year

    As we continue to expand,Livewareensures high-quality service and success for both our clients and our team. Specializing in multiple industries, we are one of the leading outsourcing companies in the Philippines.Be part of our journey. Be part of our successWe're looking for a Dynamic and Dedicated Client Services Team Lead to work with our growing team in...

  • Customer Care Team Lead

    7 days ago

    Makati City, National Capital Region, Philippines Cartrack Full time ₱20,000 - ₱120,000 per year

    Are you a dynamic leader with a strategic mindset, able to manage a diverse team and passionate about  customer service? Do you take ownership, embrace challenges, and love problem-solving? Karooooo is one of the largest vehicle telematics companies globally, with almost 2,000,000 active users and collecting 50 billion data points, on the low end, on a...

  • Customer Care Team Lead

    7 days ago

    Makati City, National Capital Region, Philippines Cartrack Full time ₱630,000 - ₱2,460,000 per year

    Are you a dynamic leader with a strategic mindset, able to manage a diverse team and passionate about customer service?Do you take ownership, embrace challenges, and love problem-solving?Karooooo is one of the largest vehicle telematics companies globally, with almost 2,000,000 active users and collecting 50 billion data points, on the low end, on a monthly...

  • Team Lead

    23 hours ago

    Makati City, National Capital Region, Philippines SaProfit Full time

    Job Title: Lead Customer Service Representative (Lead CSR)Company: Q-Commerce Inc.Department: Customer Experience / OperationsWork Setup: OnsiteReports To: Customer Support Supervisor / Customer Experience ManagerAbout Q-Commerce Inc.Q-Commerce Inc. is a rapidly expanding digital commerce company focused on delivering fast, reliable, and high-quality...

  • Team Lead

    5 days ago

    Makati City, National Capital Region, Philippines OAMPI Inc. Full time ₱1,500,000 - ₱2,500,000 per year

    Team Lead — Retention for Telco AccountQualificationsA bachelor's degree from an accredited college or university preferred2-5 years of experience in a team lead or supervisory role in Telco accountPreferably with Retention or Sales backgroundProven track record of driving team performance and delivering excellent customer serviceStrong communication and...

  • Team Lead, Sales Service Delivery

    7 days ago

    Makati City, National Capital Region, Philippines TTEC Full time ₱900,000 - ₱1,200,000 per year

    Your potential has a place here with TTEC's award-winning employment experience. As a Sales Service Delivery Team Lead working onsite in Novaliches Quezon City, Philippines, you'll be a part of bringing humanity to business. #experienceTTECOur employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification...

  • Custom Production Estimator

    7 days ago

    Makati City, National Capital Region, Philippines My Offshore Team Full time ₱1,500,000 - ₱3,000,000 per year

    Custom Production Estimator (Australian Home Building) Are you a seasoned and Australian-experienced Estimator with a focus on both production and custom home building? My Offshore Team (MOT) is searching for a highly skilled professional to join our team, serving some of the best clients in the thriving Australian residential construction sector We are on...

  • Service Desk Team Lead

    22 hours ago

    Makati City, National Capital Region, Philippines First Datacorp Full time

    RESPONSIBILITIES:Supervise support teams to ensure SLA compliance and timely issue resolutionOversee daily operations of the Managed IT Support ServicesCoordinate and communicate effectively with the customer's IT Management TeamAct as the escalation point for Team SupervisorsEnsure adherence to all operational and contractual commitmentsDeliver performance...