Customer Service Team Lead (Cebu) | Onsite

TASQ Staffing Solutions; Cebu City; On-site; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Generous Paid Time Offs

HMO Health Insurance (Employee + 1 Free Dependent)

Clear pathways for career advancement

Job summary

A leading staffing solution provider is seeking a Customer Service Team Lead to inspire and manage a team of Customer Service Representatives in Cebu. This onsite role requires strong leadership, coaching, and performance management skills, with a focus on achieving targets and enhancing customer satisfaction. The ideal candidate will have at least 2 years experience in a supervisory role within a call center or BPO setting and a Bachelor's degree. Competitive benefits include generous paid time offs and health insurance.

Qualifications

• Minimum 2 years experience in a Team Lead/Supervisory position in a Call Center/BPO environment.
• Strong leadership and people management skills.
• Ability to conduct coaching and motivate team members.
• Excellent leadership, coaching, people management and development.
• Generous Paid Time Offs, including holidays and HMO health insurance.

Responsibilities

• Lead and inspire a team of Customer Service Representatives.
• Conduct coaching and ensure team performance meets targets.
• Manage day-to-day activities and prioritize tasks to achieve SLAs.
• Host 1on 1s and team meetings.
• Keep up to date with business development and new product lines.
• Manage day-to-day line activities to achieve SLAs and sales quota.
• Ensure training and development plans are maintained for all team members.
• Apply performance management and disciplinary measures as necessary.
• Support the Director of Customer Care to deliver targets and create a performance-oriented culture.

Skills

Leadership

Coaching

Team Management

Customer Service Excellence

Education

Bachelor's Degree or equivalent

Job description

About the job Customer Service Team Lead (Cebu) | Onsite

Work Setup: Onsite (Cebu)

Shift: No Fixed Schedule

Responsibilities:

• Lead and inspire a team of Customer Service Representatives to deliver excellent levels of individual/team performance and customer satisfaction
• Work closely with the team in achieving goals and targets
• Conducts coaching and constant motivation to deliver targets
• Hosting 1on 1's and team meetings
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs and sales quota
• Ensure training and development plans are maintained for all team members
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Director of Customer Care to deliver business targets and objectives, and create a performance orientated culture

Qualifications:

• Bachelors Degree or equivalent
• At least 2 years of experience in a Team Lead/Supervisory Position doing People
• Management, specifically in a Call Center/BPO Environment
• Excellent leadership, coaching, people management and development
• Generous Paid Time Offs, including Holidays
• HMO Health Insurance (Employee + 1 Free Dependent)
• Clear pathways for career advancement within the company