Customer Service Team Lead - 24/7 Support & Coaching

WebBeds; Philippines; On-site; PHP 550,000 - 850,000; Full time

Job summary

WebBeds is seeking a Customer Service Team Leader in the Philippines to lead a team of agents and ensure high-quality service delivery to clients and partners. You will drive performance, coach staff, monitor KPIs, and coordinate with other departments to resolve issues, while upholding SOPs and service standards.

The role requires strong leadership, excellent communication, and a proactive approach to team development in a 24x7 travel industry environment.

Qualifications

• Solid understanding of customer service principles and best practices.
• Proficient in using customer service software and systems.
• Knowledge of customer service metrics and KPIs.
• Familiarity with SOPs in a customer service environment.
• Knowledge of industry trends and emerging technologies in customer service.

Responsibilities

• Lead and manage a team of customer service agents and senior agents, providing direction and guidance.
• Monitor team and individual performance, setting KPIs aligned with objectives.
• Conduct regular team meetings and coaching sessions to provide feedback and improve performance.
• Real-time monitoring for team availability and queue flow across channels.
• Create rosters to ensure 24x7 coverage and responsiveness.
• Provide guidance to handle queries efficiently and resolve timely.
• Coach the team on achieving maximum customer satisfaction.
• Handle escalated inquiries with effective problem-solving and conflict resolution.
• Collaborate with other departments to resolve issues smoothly.
• Analyze data to identify trends and drive service improvements.
• Develop and maintain SOPs for consistent service delivery.
• Assist in recruitment of new team members and interviews.
• Support management in strategy and objective setting for the department.

Skills

Leadership

Coaching

Performance management

KPIs and SLAs

Customer service protocols

Job description

WebBeds is seeking a Customer Service Team Leader in the Philippines to lead a team of agents and ensure high-quality service delivery to clients and partners. You will drive performance, coach staff, monitor KPIs, and coordinate with other departments to resolve issues, while upholding SOPs and service standards.

The role requires strong leadership, excellent communication, and a proactive approach to team development in a 24x7 travel industry environment.