Customer Service Team Lead – Onsite (Cebu)

TASQ Staffing Solutions; Cebu City; On-site; PHP 446,000 - 670,000; Full time

Job summary

TASQ Staffing Solutions in Cebu on site is seeking a Team Leader to manage a production team of 10-15 agents, ensuring KPIs such as absenteeism, CSAT, AHT and quality are met daily and monthly.

You will coach, mentor, and implement reporting mechanisms, handle client escalations, and coordinate with MIS and Quality to drive improvements. A Bachelor's degree and 2+ years in a Team Leader role in a contact center/BPO are required.

Qualifications

• Bachelor's degree required
• Minimum 2 years as Team Leader in a Contact Center/BPO
• Experience in Voice/Chat support in a Contact Center/BPO required

Responsibilities

• Manage a production team of 10-15 agents
• Ensure KPIs are met or exceeded daily and monthly
• Coach and develop team members, document feedback
• Handle client escalations and coordinate with MIS/Quality
• Conduct team activities, huddles and RnR events
• Mentor new entrants and review team performance weekly
• Support PMS exercises and performance reviews

Skills

Team management

MS Office

Verbal communication

MIS reporting

Problem solving

Education

Bachelor's Degree

Tools

MS Office

CRM

Job description

TASQ Staffing Solutions in Cebu on site is seeking a Team Leader to manage a production team of 10-15 agents, ensuring KPIs such as absenteeism, CSAT, AHT and quality are met daily and monthly.

You will coach, mentor, and implement reporting mechanisms, handle client escalations, and coordinate with MIS and Quality to drive improvements. A Bachelor's degree and 2+ years in a Team Leader role in a contact center/BPO are required.