Customer Service Team Lead

Ellora Telecom Philippines, Inc.; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ellora Telecom Philippines, Inc. is seeking a highly driven Team Leader to manage a team of Customer Service Representatives supporting a multi-channel account (chat, email, inbound and outbound calls).

This role demands strong leadership, analytical capability, and a coaching mindset grounded in accountability to drive performance. You will mentor at least 10 CSRs, conduct regular coaching, oversee operations across channels, track SLAs and KPIs, and implement data‑driven improvement plans

Qualifications

• Minimum 2 years in a Team Leader role within a customer service environment.
• Experience handling multi-channel accounts (chat, email, inbound, outbound).
• Logistics account experience is a strong advantage.
• Strong understanding of customer service KPIs and performance analytics.
• Structured performance management and coaching approaches.
• Proficiency with reporting tools and performance tracking systems.

Responsibilities

• Lead, mentor, and manage a team of at least 10 CSRs.
• Conduct accountability-based coaching to raise performance.
• Drive ownership, discipline, and continuous improvement.
• Monitor attendance, schedule adherence, productivity, and engagement.
• Address performance issues using structured performance management processes.
• Oversee operations across Chat, Email, Inbound and Outbound calls.
• Ensure SLA and KPI targets are met; identify gaps and fix them.
• Develop data-driven action plans and present insights to management.
• Implement learning and development modules; conduct onboarding sessions.

Skills

Team Leadership

Coaching

Data Analytics

Customer Service

Multi-Channel

KPIs

Tools

Reporting Tools

Tracking Systems

Job description

Position Overview:

Our client is a fully integrated e-commerce fulfillment and last-mile logistics partner with facilities across Canada and the USA. They provide cost-effective, technology-driven solutions for managing and securely storing inventory, fulfilling e-commerce orders, and delivering exceptional customer experiences. Seeking energetic individuals, they offer a rare opportunity to join one of Canada's fastest-growing companies as part of an adaptable, solution-focused, and fast-paced team.

Job Summary

We are looking for a highly driven and experienced Team Leader to manage a team of Customer Service Representatives (CSRs) supporting a multi-channel customer service account . This role requires strong leadership capability, analytical expertise, and a coaching mindset grounded in accountability. The ideal candidate has proven experience handling at least 10 CSRs, managing chat, email, inbound, and outbound channels, and driving performance through structured action plans. Experience in logistics accounts is a strong advantage.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and manage a team of at least 10 Customer Service Representatives.
• Conduct structured accountability and coaching sessions to improve individual and team performance.
• Drive a culture of ownership, discipline, and continuous improvement.
• Monitor attendance, schedule adherence, productivity, and overall team engagement.
• Address performance concerns using structured performance management processes.

Operations & Account Management

• Oversee day-to-day operations across multiple customer service channels: Chat, Email, Inbound calls, Outbound calls
• Ensure consistent achievement of service level agreements (SLAs) and operational KPIs.
• Identify operational gaps and implement corrective measures.
• Leverage logistics account experience (if applicable) to optimize customer experience

Performance Analytics & Action Planning

• Monitor, analyze, and interpret customer service KPIs agreed between leadership and the client.
• Identify behavioral trends and performance patterns affecting results.
• Develop data-driven action plans to close performance gaps.
• Present performance insights and recommendations to management when required.

Coaching, Training & Development

• Facilitate accountability-based coaching sessions focused on measurable improvement.
• Design and implement learning and development modules tailored to identified skill gaps.
• Conduct onboarding sessions for new hires.
• Lead refresher training, skill enhancement workshops, and knowledge-sharing sessions.

Quality Assurance & Continuous Improvement

• Facilitate calibration sessions to ensure scoring alignment and consistency.
• Translate QA feedback into coaching action plans.
• Implement initiatives that enhance overall service quality and customer experience.

Compliance & Labor Practices

• Ensure team operations comply with Philippine labor laws and employment regulations.
• Apply disciplinary actions appropriately and document cases in alignment with company policies and legal standards.
• Maintain accurate and organized documentation related to performance and employee relations matters.

Qualifications

• Minimum of 2 years of experience as a Team Leader in a customer service environment.
• Experience handling a multi-channel customer service account (chat, email, inbound, and outbound).
• Logistics industry experience is a strong advantage.
• Strong understanding of:
  • Customer service KPIs and performance analytics
  • Structured performance management methods
  • Accountability-based coaching approaches
  • Philippine labor laws and practices
• Demonstrated experience in:
  • Training facilitation
  • Onboarding program delivery
  • Quality assurance processes
  • Developing learning and development modules
• Strong analytical, leadership, and communication skills.
• Proficiency in reporting tools and performance tracking systems.

Core Competencies

• Results-driven leadership
• Data-based decision making
• Accountability-focused coaching
• Conflict resolution and emotional intelligence
• Organizational and documentation excellence
• Continuous improvement mindset