Customer Service Team Lead

What You'll Do: Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive immediate improvement

Facilitate Weekly Team Meetings: Lead weekly sessions to communicate product or process updates, review team performance, and align on action plans and priorities

Monthly Performance Review: Conduct end-of-month performance reviews for each team member to evaluate results, provide feedback, and implement necessary actions for improvement.

Real-Time Performance Monitoring: Ensure agents adhere to their assigned schedules and follow proper notification protocols for breaks, queue or skillset changes, and attendance.

Monitor and manage all key performance metrics daily (e.g., Service Level, Abandon Rate, Answer Rate) to ensure targets are consistently met

QA Calibration

Schedule shell management and communication within the team.

Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.

Foster a positive and productive team environment.

Other duties as assigned by management.

What We Seek: A symbol of unquestionable integrity and work ethics.

Someone who can groom future leaders.

Someone flexible with the department's shift rotation pattern.

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

Strong organizational skills to give the team direction.

Ability to analyze data and generate reports.

What You'll Need: Preferably 2-3 years of BPO leadership experience handling a team

Previous leadership or supervisory experience preferred

Has experience in handling voice and chat channels

Well developed communication skills; ability to communicate to all levels

Willing to work (full onsite) in the Paranaque Integrated Terminal Exchange (PITX)