Customer Service Team Lead: Drive Excellence & Growth

EnablesGROUP; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health and life insurance

Leave credits: 20

Career advancement

Laptop provided

Pasig office location

Profit-sharing after loyalty

In-house learning & development

Job summary

enablesGROUP is seeking a seasoned Customer Service Team Lead to steer a high-volume, consumer-focused operation in Pasig City. You will drive performance, coach a growing team, and ensure top-tier customer experience across email, live chat, and voice channels.

The role requires a track record of leading customer service teams, managing escalations, and maintaining brand standards during peak periods. Onsite work in Ortigas, Pasig is expected.

Qualifications

• 4–5 years of Team Lead experience in customer service or BPO.
• Experience leading customer service teams across multiple channels.
• Strong written and verbal English communication skills.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives to meet performance targets.
• Oversee day-to-day operations, workloads, queues, and team performance.
• Monitor CSAT, Quality, Productivity, Attendance, AHT, SLA, and schedule adherence.
• Conduct regular coaching sessions and performance reviews.
• Manage escalations and ensure timely, appropriate resolutions.
• Maintain high standards of customer experience across email, live chat, and voice.
• Oversee journeys involving orders, deliveries, returns, exchanges, refunds, and payments.
• Collaborate with Operations, Quality, Training, and Workforce to achieve objectives.

Skills

Team leadership

Coaching

Customer service excellence

English communication

Stakeholder management

Job description

enablesGROUP is seeking a seasoned Customer Service Team Lead to steer a high-volume, consumer-focused operation in Pasig City. You will drive performance, coach a growing team, and ensure top-tier customer experience across email, live chat, and voice channels.

The role requires a track record of leading customer service teams, managing escalations, and maintaining brand standards during peak periods. Onsite work in Ortigas, Pasig is expected.