Contact Center Team Lead

BDO Unibank; Cebu City; On-site; PHP 480,000 - 600,000; Full time

Job summary

BDO Unibank in Cebu City seeks a Team Lead to manage a team of 10-15 Customer Service Officers, focusing on delivering quality customer service via calls, emails, and social media while coaching and mentoring staff.

You will collaborate with the In-house Services Manager to optimize operations, oversee manpower development, and drive continuous improvement in call handling and service levels.

Qualifications

• 3 years of customer service experience in banking or financial accounts.
• Adept with contact center management and Microsoft applications.
• Strong people management, time management, and communication (oral & written) skills.
• Excellent problem solving, negotiation, and decision-making abilities.

Responsibilities

• Directly manage CSO/ESO/OCO by monitoring performance, analyzing data and trends, identifying issues, guiding process improvements, and implementing action plans.
• Lead, coach, mentor, and develop CSO/ESO/OCO in service delivery.
• Handle escalated calls or emails, provide guidance, diffuse difficult situations, and resolve issues beyond frontline staff.
• Meet Centro Center performance standards by modeling professionalism, setting expectations, planning and evaluating contributions, and enforcing policies.
• Take on other tasks or projects to support the team and other managers.

Skills

People management

Coaching

Performance monitoring

Customer service management

Tools

Microsoft Office

Job description

Primarily responsible for managing a team of 10-15 Customer Service Officers that may be responsible for providing customer services through incoming calls, emails, personal messages in social media or fax messages. Monitors performance, provides coaching, mentoring, and motivation to team members. Oversees the achievement of team goals and ensures quality customer service is provided consistently.

The Team Lead works with the In-house Services Manager in overseeing operational efficiency and manpower development of the group including but not limited to managing work volume and appropriate manpower management. He coaches and motivates the Customer Service Officers to drive continuous improvement of work/ call handling. Recommends procedures to improved efficiency and quality of customer service.

KEY RESPONSIBILITIES

• Directly manage CSO/ESO/OCO by monitoring and reviewing their performance, preparing, analyzing data and trends, identifying and resolving issues and concerns, guiding and managing process improvement initiatives, and planning and implementing action plans to guide the team goals and objectives.
• Lead, coach, mentor, and develop the CSO/ESO/OCO as they provide services and support to customers
• Take escalated call or emails, and answer CSO/ESO/OCO questions, provide guidance thru difficult calls or interaction with customers, diffuse difficult situations with customers, and handles issues that cannot be solved at the CSO/ESO/ OCO level.
• Accomplish the Contact’s Center performance standards by modeling the highest level of professionalism, communicating job expectations, planning, monitoring, appraising and reviewing job contributions, and enforcing policies and procedures.
• Take on other tasks or projects to support the team, other managers, and the Contact Center operations

KEY QUALIFICATIONS

With solid 3 years Customer Service experience in the field of banking or financial account

Adept to techniques and tools, Contact Center Management, and Microsoft Applications

With strong People Management, work and time management, oral and written communication skills

Excellent Problem Solving, Negotiation, and Decision-making skills