Contact Center Team Lead: Coaching & Performance

BDO Unibank; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

BDO Unibank in Cebu City seeks a Team Lead for Customer Service to manage a group of 10–15 officers across calls, emails, and social media interactions. You will coach, monitor performance, and drive consistency in service quality.

The role requires 3 years in banking customer service, strong people management, and excellent communication skills. You will contribute to efficiency, manpower planning, and coaching across the contact center.

Qualifications

• Three years of customer service experience in banking or financial accounts.
• Adept with contact center management techniques and tools.
• Strong people management, work and time management, and oral and written communication skills.
• Excellent problem solving, negotiation, and decision-making abilities.

Responsibilities

• Directly manage CSO/ESO/OCO by monitoring performance, reviewing data, and guiding process improvements.
• Lead, coach, mentor, and develop CSOs/ESOs/OCOs to provide customer services.
• Handle escalated calls and emails, provide guidance on difficult customer interactions, and resolve issues beyond frontline staff.
• Ensure contact center performance standards are met by modeling professionalism and enforcing policies.
• Take on additional tasks or projects to support the team and other managers in operations.

Skills

People management

Time management

Communication skills

Microsoft Office

Customer service

Tools

Microsoft Applications

Job description

BDO Unibank in Cebu City seeks a Team Lead for Customer Service to manage a group of 10–15 officers across calls, emails, and social media interactions. You will coach, monitor performance, and drive consistency in service quality.

The role requires 3 years in banking customer service, strong people management, and excellent communication skills. You will contribute to efficiency, manpower planning, and coaching across the contact center.