Customer Service Team Lead

What You'll Do

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• Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive immediate improvement
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• Facilitate Weekly Team Meetings: Lead weekly sessions to communicate product or process updates, review team performance, and align on action plans and priorities
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• Monthly Performance Review: Conduct end-of-month performance reviews for each team member to evaluate results, provide feedback, and implement necessary actions for improvement.
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• Real-Time Performance Monitoring: Ensure agents adhere to their assigned schedules and follow proper notification protocols for breaks, queue or skillset changes, and attendance.
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• Monitor and manage all key performance metrics daily (e.g., Service Level, Abandon Rate, Answer Rate) to ensure targets are consistently met
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QA Calibration

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• Schedule shell management and communication within the team.
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• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.
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• Foster a positive and productive team environment.
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• Other duties as assigned by management.

What We Seek

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• A symbol of unquestionable integrity and work ethics.
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• Someone who can groom future leaders.
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• Someone flexible with the department's shift rotation pattern.
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• Has passion for performance/excellence and ability to go with the fast paced environment.
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• Strong organizational skills to give the team direction.
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• Ability to analyze data and generate reports.

What You'll Need

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• Preferably 2-3 years of BPO leadership experience handling a team
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• Previous leadership or supervisory experience preferred
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• Has experience in handling voice and chat channels
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• Well developed communication skills; ability to communicate to all levels
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• Willing to work (full onsite) in the Paranaque Integrated Terminal Exchange (PITX)