Customer Service Team Lead — Performance & CX Coach

Citi; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Citi Philippines is looking for a Contact Center Supervisor to lead a Customer Service team and ensure efficient daily workflows across shifts. You will delegate tasks, monitor performance, coach staff, and drive continuous improvement while maintaining high service standards.

You will collaborate with Quality and Customer Experience teams to meet TSF, CSAT, FCR, and NPS targets, manage escalations, and support onboarding and staffing needs in a dynamic banking environment.

Qualifications

• Bachelor's degree or equivalent required.
• Minimum of 4 years in customer service or contact center.
• Banking background or team management experience preferred.

Responsibilities

• Supervise daily activities and workflow of a Customer Service team.
• Allocate work, manage schedules, and plan for team leave to ensure coverage.
• Monitor attendance, punctuality, and adherence to schedules.
• Participate in hiring and onboarding of new staff.
• Provide coaching, training, and feedback to develop team members.
• Handle escalations and ensure timely resolution and follow-up.
• Drive targets for TSF, CSAT, FCR, and NPS; monitor performance.

Skills

Leadership

Communication

Problem Solving

Interpersonal

Customer Focus

Resilience

Project Management

Work Ethic

Education

Bachelor's degree

Tools

MS Office

Job description

Citi Philippines is looking for a Contact Center Supervisor to lead a Customer Service team and ensure efficient daily workflows across shifts. You will delegate tasks, monitor performance, coach staff, and drive continuous improvement while maintaining high service standards.

You will collaborate with Quality and Customer Experience teams to meet TSF, CSAT, FCR, and NPS targets, manage escalations, and support onboarding and staffing needs in a dynamic banking environment.