Customer Service Team Lead & Performance Coach

Foundever®; Muntinlupa; On-site; PHP 446,000 - 670,000; Full time

Job summary

Foundever® in Metro Manila, Philippines, is seeking an experienced Team Lead to coach and guide a customer service team, ensuring professional handling of calls and achievement of KPIs.

The role focuses on directing and mentoring agents, achieving call monitoring goals weekly, and communicating client issues to Site Operations Manager, with emphasis on prioritization and multitasking in a Telco customer service environment.

Qualifications

• At least 1 year of experience as Coach/Team Lead in customer service.
• Experience in Customer Service and Telco sectors.
• Interpersonal, coaching, and supervisory skills demonstrated.
• Excellent verbal and written communication skills.
• Good computer skills (hardware, OS, Internet).
• Ability to set priorities and multi-task.

Responsibilities

• Ensure that calls are handled professionally.
• Provide direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieve, measure, report, and communicate metric goal attainment for assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents.
• Coach, mentor and develop agent team for skills expansion and promotional opportunities.
• Perform other duties as assigned

Skills

Coaching

Supervisory skills

Interpersonal skills

Verbal communication

Written communication

Computer skills

Multi-tasking

Job description

Foundever® in Metro Manila, Philippines, is seeking an experienced Team Lead to coach and guide a customer service team, ensuring professional handling of calls and achievement of KPIs.

The role focuses on directing and mentoring agents, achieving call monitoring goals weekly, and communicating client issues to Site Operations Manager, with emphasis on prioritization and multitasking in a Telco customer service environment.