Customer Service Team Leader

TEMU; Metro Manila; On-site; PHP 500,000 - 750,000; Full time

Job summary

Temu is seeking a Customer Service Team Leader to guide a growing call center team, coach members, monitor performance, and drive service quality.

You will coordinate with Site Leadership to manage attendance, handle escalations, and achieve KPIs while fostering accountability and collaboration within the team.

Qualifications

• Bachelor's Degree preferred.
• At least 2 years relevant experience.
• Strong communication skills, both written and verbal.
• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Work well under pressure and follow through on items to completion.

Responsibilities

• Manage Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
• Coach direct reports on Team Members performance on a regular basis to ensure performance metrics are achieved.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, and recommend employment status changes, including termination.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Supervise a group of call center associates including work and attendance monitoring in accordance with the Company's policy and applicable legal requirements.
• Complete shift-wide projects that aim to increase productivity, quality or other KPIs

Skills

Team leadership

Coaching

Customer service

Communication

Education

Bachelor's degree preferred

Job description

About the role

Temu is seeking a highly motivated and experienced Customer Service Team Leader to join our team. As a rapidly growing company, we are looking for talented individuals committed to helping us achieve our goals. In this role, you will have the opportunity to work with a team of driven individuals dedicated to making a difference in the industry.

Key responsibilities

• Manage Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on Team Members performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, implement corrective action, and recommend employment status changes, including termination
• Provide subject matter expertise in handling escalated customer calls as needed
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Supervise a group of call center associates including work and attendance monitoring in accordance with the Company's policy and applicable legal requirements
• Complete shift-wide projects that aim to increase productivity, quality or other KPIs

About you

• Bachelor's Degree preferred
• At least 2 years relevant experience
• Strong communication skills, both written and verbal
• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Work well under pressure and follow through on items to completion

About us

Temu is a rapidly growing company. We are proud to be an employer that builds a diverse community. We are dedicated to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity.