Customer Experience 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

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.