Customer Service Team Lead

Lalamove; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Lalamove in Manila is seeking an on-site BPO team leader to coach agents, drive performance and implement process improvements.

You will lead weekly meetings, conduct monthly reviews, monitor service levels, and help build a high-performing team at PITX.

Qualifications

• 2-3 years of BPO leadership experience.
• Experience supervising voice and chat channels.
• Strong communication across all levels.
• Ability to analyze data and generate reports.
• Willing to work onsite in PITX.

Responsibilities

• Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive immediate improvement
• Facilitate Weekly Team Meetings to communicate product or process updates, review team performance, and align on action plans and priorities
• Monthly Performance Review to evaluate results and implement necessary actions for improvement
• Real-Time Performance Monitoring to ensure agents adhere to their assigned schedules and follow proper notification protocols for breaks, queue or skillset changes, and attendance
• Monitor and manage all key performance metrics daily (e.g., Service Level, Abandon Rate, Answer Rate) to ensure targets are consistently met
• QA Calibration
• Schedule shell management and communication within the team
• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency
• Foster a positive and productive team environment
• Other duties as assigned by management

Skills

Leadership

Coaching

Performance analysis

Team management

Communication skills

Data reporting

Job description

Lalamove is disrupting the logistics industry by connecting customers and drivers directlythrough our technology. We offer customers a lightning fast and convenient way to bookdelivery and moving services whether they are at their home, at work or on the go. Peopletalk about O2O, we live it!Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter.

What You’ll Do:

Conduct regular coaching sessions with agents to identify performance gaps, addresspain points, and drive immediate improvement

Facilitate Weekly Team Meetings: Lead weekly sessions to communicate product or process updates, review team performance, and align on action plans and priorities

Monthly Performance Review: Conduct end-of-month performance reviews for each team member to evaluate results, provide feedback, and implement necessary actions for improvement.

Real-Time Performance Monitoring: Ensure agents adhere to their assigned schedules and follow proper notification protocols for breaks, queue or skillset changes, and attendance.

Monitor and manage all key performance metrics daily (e.g., Service Level, Abandon Rate, Answer Rate) to ensure targets are consistently met

QA Calibration

Schedule shell management and communication within the team.

Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.

Foster a positive and productive team environment.

Other duties as assigned by management.

What We Seek:

A symbol of unquestionable integrity and work ethics.

Someone who can groom future leaders.

Someone flexible with the department's shift rotation pattern.

Has passion for performance/excellence and ability to go with the fast paced environment.

Strong organizational skills to give the team direction.

Ability to analyze data and generate reports.

What You’ll Need:

Preferably 2-3 years of BPO leadership experience handling a team

Previous leadership or supervisory experience preferred

Has experience in handling voice and chat channels

Well developed communication skills; ability to communicate to all levels

Willing to work (full onsite) in the Paranaque Integrated Terminal Exchange (PITX)