CSR Team Leader

Accentline Inc.; Iloilo City; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

HMO benefits upon regularization

Opportunities for career growth

Job summary

A leading customer service company is seeking a CSR Team Leader to supervise and support a team of Customer Service Representatives. The ideal candidate will lead and motivate the team to achieve performance targets while ensuring high-quality customer interactions. Responsibilities include monitoring daily operations, preparing performance reports, and recommending training interventions. The position requires strong leadership skills and a background in customer service, with opportunities for career growth and HMO benefits upon regularization.

Qualifications

• 2-3 years of experience in customer service, with at least 1 year in a leadership role preferred.
• Outbound call experience is a plus.
• Ability to work under pressure and multitask.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Monitor daily operations for adherence to service standards.
• Prepare and analyze performance reports.
• Identify skill gaps and recommend coaching.
• Communicate issues and trends to management.

Skills

Leadership abilities

Excellent communication skills

Analytical thinking

Problem-solving abilities

Time management

Interpersonal skills

Conflict-resolution skills

Education

Bachelor’s degree or equivalent

Job description

TheCSR Team Leaderplays a key role in supervising, guiding, and supporting a team of Customer Service Representatives. This position ensures high-quality customer interactions, efficient service delivery, and the achievement of performance targets while fostering a productive and positive work environment.

What You Will Be Doing

• Lead, mentor, and motivate a team of Customer Service Representatives to meet and exceed performance goals.
• Monitor daily operations to ensure adherence to service standards, policies, and procedures.
• Prepare and analyze daily, weekly, and monthly performance reports.
• Identify skill gaps and recommend appropriate coaching or training interventions.
• Communicate trends, issues, and improvement opportunities to management for strategic action.

Qualifications

• Bachelor’s degree or equivalent professional experience preferred.
• Minimum of2–3 years of experiencein customer service ;at least 1 year in a leadership or supervisory role is an advantage.
• Outbound call experience is a plus
• Strong leadership abilities with proven people-management experience.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong analytical thinking and problem-solving abilities.
• Ability to work under pressure, multitask, and manage time efficiently.

What We Offer

At Accentline Inc., we are committed to providing our employees with a supportive and collaborative work environment. We also offer HMO benefits upon regularization, along with opportunities for career growth and development.