Customer Service Team Lead - Coach & KPI Champion

Agile Consulting & Services Inc.; Makati; On-site; PHP 391,000 - 670,000; Full time

Benefits offered by this job

Performance Bonus

Holiday Gifts

Office Parties

Job summary

Agile Consulting & Services Inc. is seeking a Customer Service Team Leader to supervise and support the Customer Service team, ensuring excellent service, reaching team targets, and adherence to company policies. The role emphasizes daily operations, attendance, and performance monitoring.

The position requires a 2–3 year background in Customer Service/BPO with supervisory experience, strong leadership, and effective communication. Willingness to work shifts, weekends, and holidays is needed.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field is preferred.
• At least 2–3 years of Customer Service/BPO experience, with supervisory or Team Leader experience preferred.
• Strong leadership, coaching, communication, and problem-solving skills.
• Ability to manage a team and work effectively in a fast-paced environment.
• Good knowledge of customer service principles and performance management.
• Willing to work on shifting schedules, weekends, and holidays when required.

Responsibilities

• Supervise, coach, and motivate Customer Service Representatives to achieve individual and team KPIs.
• Monitor daily attendance, productivity, quality, and overall team performance.
• Conduct regular coaching sessions and provide constructive feedback to team members.
• Handle escalated customer concerns and ensure timely and appropriate resolution.
• Monitor customer interactions to ensure compliance with company standards, procedures, and service quality requirements.
• Prepare and submit daily, weekly, and monthly team performance reports.
• Identify performance gaps and implement appropriate action plans.
• Assist in training, onboarding, and evaluating new employees.
• Ensure proper implementation of company policies, procedures, and work standards.
• Coordinate with QA, HR, Training, Operations, and other departments regarding team concerns.
• Manage employee attendance, schedule adherence, and operational concerns.
• Recommend disciplinary or corrective actions when necessary and document employee-related incidents properly.
• Perform other duties and responsibilities as assigned by management.

Skills

Leadership

Team Management

Coaching

Time Management

Communication

Problem Solving

Performance Management

Microsoft Office

Google Workspace

Education

Bachelor’s degree in Business Administration/Management or related field

Tools

Microsoft Office

Google Workspace

Job description

On-site - Makati 1-3 Yrs Exp Bachelor Full-time

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Job Description

Employee Recognition and Rewards

Performance Bonus, Holiday Gifts

Government Mandated Benefits

13th Month Pay, Pag-Ibig Fund, Paid Holidays

Others

Office Parties

Read More

Customer Service Team Leader – Job Description

Department: Customer Service / Operations

Reports To: Operations Manager / Department Head

Job Summary:

The Customer Service Team Leader is responsible for supervising and supporting the Customer Service team to ensure excellent customer service, achievement of team targets, compliance with company policies, and efficient daily operations.

Key Responsibilities

• Supervise, coach, and motivate Customer Service Representatives to achieve individual and team KPIs.
• Monitor daily attendance, productivity, quality, and overall team performance.
• Conduct regular coaching sessions and provide constructive feedback to team members.
• Handle escalated customer concerns and ensure timely and appropriate resolution.
• Monitor customer interactions to ensure compliance with company standards, procedures, and service quality requirements.
• Prepare and submit daily, weekly, and monthly team performance reports.
• Identify performance gaps and implement appropriate action plans.
• Assist in training, onboarding, and evaluating new employees.
• Ensure proper implementation of company policies, procedures, and work standards.
• Coordinate with QA, HR, Training, Operations, and other departments regarding team concerns.
• Manage employee attendance, schedule adherence, and operational concerns.
• Recommend disciplinary or corrective actions when necessary and document employee-related incidents properly.
• Perform other duties and responsibilities as assigned by management.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field is preferred.
• At least 2–3 years of Customer Service/BPO experience, with supervisory or Team Leader experience preferred.
• Strong leadership, coaching, communication, and problem-solving skills.
• Ability to manage a team and work effectively in a fast-paced environment.
• Good knowledge of customer service principles and performance management.
• Proficient in Microsoft Office or Google Workspace.
• Willing to work on shifting schedules, weekends, and holidays when required.
• Leadership and Team Management
• Coaching and Performance Management
• Problem Solving and Decision Making
• Communication Skills
• Time Management
• Accountability and Professionalism

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HR Officer Agile Consulting & Services Inc.

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