Member Services Team Lead - Night Shift (Email/Phone)

Hammerjack Pty Ltd

Philippines

On-site

PHP 837,000 - 1,004,000

Full time

3 days ago

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Job summary

Outsourced, a leading Philippines outsourcing company based in Manila, is seeking a dedicated Team Lead for our customer service operations. You will oversee Tier 1/2 specialists, handle escalations, and ensure adherence to quality procedures while providing ongoing coaching and feedback.

You will manage daily workloads, scheduling, and cross-team collaboration, aiming to maintain high member satisfaction and operational efficiency in a fast-paced environment with a strong emphasis on

Qualifications

3+ years of Team Lead experience.
4+ years of customer service experience (preferably mainly email and phone)
Speak English language fluently
Ability to handle escalated situations with customers, both by phone and email, in a professional way
Ability to provide training and guidance to support team in a supportive way
Excellent written and oral communication
Independent, excellent time management and organizational skills
Willing to support other teams when needed
Ability to prioritize and meet deadlines working under pressure

Responsibilities

Lead Tier 1/2 specialists and QA and coach weekly.
Serve as escalation point for Tier 1/2 questions.
Monitor performance, audit cases, and ensure procedures are followed.
Deliver weekly coaching and performance feedback.
Manage daily workloads and scheduling for the team.

Skills

Team Leadership

Customer Service

Coaching

English Fluency

Time Management

Job description

You will manage daily workloads, scheduling, and cross-team collaboration, aiming to maintain high member satisfaction and operational efficiency in a fast-paced environment with a strong emphasis on

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