Customer Service Team Lead - Coaching & Performance

Symbos Managed Services Inc; Pasay; On-site; PHP 420,000 - 650,000; Full time

Job summary

Symbos Managed Services Inc is seeking a Team Leader for its Australian operations support role. You will lead a customer service team, coach members, and manage performance to meet KPIs.

The position requires experience in contact centres, strong people skills and a proactive approach to continuous improvement. You will partner with Quality, Training and Workforce Management to drive improvements and ensure high customer outcomes.

Qualifications

• Experience leading contact centre or BPO teams.
• Strong coaching and people management skills.
• Ability to interpret performance metrics and reports.

Responsibilities

• Lead day-to-day performance of an operational team.
• Coach and conduct performance reviews.
• Monitor service, productivity, quality and customer experience metrics.
• Identify performance gaps and implement improvement plans.
• Maintain accurate performance records and documentation.
• Collaborate with Quality and Training teams to improve performance.

Skills

Coaching

People management

Metrics interpretation

Communication

Problem solving

Attendance management

Excel

Shift flexibility

Employee engagement

Stakeholder management

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

Symbos Managed Services Inc is seeking a Team Leader for its Australian operations support role. You will lead a customer service team, coach members, and manage performance to meet KPIs.

The position requires experience in contact centres, strong people skills and a proactive approach to continuous improvement. You will partner with Quality, Training and Workforce Management to drive improvements and ensure high customer outcomes.