Contact Center Team Lead

Capgemini Philippines Corp.; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading technology and consulting firm in Manila is seeking a Customer Service Team Leader to oversee a team of representatives. Responsibilities include mentoring team members, managing performance metrics, and driving customer satisfaction. Candidates must have at least 7 years of Customer Service experience, with a preference for those in banking operations, and relevant leadership experience. The position is onsite in Manila, following AU shifts.

Qualifications

• At least 7 years of experience in Customer Service, preferably in Bank operations.
• 3 years of experience as Team Lead.
• Must have Finance/Cards/Banking experience.
• Experience working in ANZ market is a plus.

Responsibilities

• Supervise and guide a team of customer service representatives.
• Conduct regular team meetings and performance reviews.
• Set daily, weekly, and monthly targets for the team.
• Track and analyze Customer Service metrics and KPIs.
• Prepare performance reports for senior management.
• Identify areas for improvement and implement actions.

Skills

Strong leadership and team management skills

Familiarity with workforce management and scheduling tools

Excellent communication and problem-solving resolution abilities

Education

College Graduate

Job description

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