Customer Service Team Lead: Coaching & Performance

TalentSync Training and Development; Pasay; On-site; PHP 420,000 - 600,000; Full time

Job summary

TalentSync Training and Development in Pasay City is seeking an experienced and dynamic Team Leader to oversee our Call Centre & Customer Service division. This full-time role offers a high salary package commensurate with experience.

You will supervise a team, drive performance, coach, and ensure exceptional customer service while aligning daily operations with company goals. Ideal candidates have 1–5 years in BPO leadership, strong communication skills, and a track record of developing talent.

Qualifications

• 2-year undergraduate degree in communications arts or education preferred.
• 1–5 years of proven experience as a call center Team Lead/Team Manager.
• Experience in telco, Technical Support and Customer Service or similar BPO accounts is an advantage.
• Excellent communication skills.
• Experience in developing talents to their full potential.
• Effective communication and interpersonal skills.
• Proficient in creating reports and using MS Office.
• Willing to work flexible schedules including weekends and holidays.

Responsibilities

• Supervise and manage a team of customer service representatives, ensuring performance targets and quality standards.
• Conduct regular team meetings to communicate objectives and address performance issues.
• Monitor call quality, handle times, and customer satisfaction metrics to identify improvements.
• Provide coaching, training, and development opportunities to team members.
• Handle escalated customer complaints and ensure swift resolution.
• Prepare and analyse team performance reports, identifying trends and corrective actions.
• Collaborate with other departments to address operational challenges and implement improvements.
• Manage team scheduling, leave requests, and workforce planning.
• Maintain adherence to company policies, procedures, and compliance.
• Foster a positive team culture that promotes engagement and retention.

Skills

Team Leadership

Call Center

Customer Service

Reporting

MS Office

Education

Two-year undergraduate degree

Tools

MS Office Suite

Job description

TalentSync Training and Development in Pasay City is seeking an experienced and dynamic Team Leader to oversee our Call Centre & Customer Service division. This full-time role offers a high salary package commensurate with experience.

You will supervise a team, drive performance, coach, and ensure exceptional customer service while aligning daily operations with company goals. Ideal candidates have 1–5 years in BPO leadership, strong communication skills, and a track record of developing talent.