Multi-Channel Customer Service Team Lead – Logistics Ops

Ellora Telecom Philippines, Inc.; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ellora Telecom Philippines, Inc. is seeking a highly driven Team Leader to manage a team of Customer Service Representatives supporting a multi-channel account (chat, email, inbound and outbound calls).

This role demands strong leadership, analytical capability, and a coaching mindset grounded in accountability to drive performance. You will mentor at least 10 CSRs, conduct regular coaching, oversee operations across channels, track SLAs and KPIs, and implement data‑driven improvement plans

Qualifications

• Minimum 2 years in a Team Leader role within a customer service environment.
• Experience handling multi-channel accounts (chat, email, inbound, outbound).
• Logistics account experience is a strong advantage.
• Strong understanding of customer service KPIs and performance analytics.
• Structured performance management and coaching approaches.
• Proficiency with reporting tools and performance tracking systems.

Responsibilities

• Lead, mentor, and manage a team of at least 10 CSRs.
• Conduct accountability-based coaching to raise performance.
• Drive ownership, discipline, and continuous improvement.
• Monitor attendance, schedule adherence, productivity, and engagement.
• Address performance issues using structured performance management processes.
• Oversee operations across Chat, Email, Inbound and Outbound calls.
• Ensure SLA and KPI targets are met; identify gaps and fix them.
• Develop data-driven action plans and present insights to management.
• Implement learning and development modules; conduct onboarding sessions.

Skills

Team Leadership

Coaching

Data Analytics

Customer Service

Multi-Channel

KPIs

Tools

Reporting Tools

Tracking Systems

Job description

Ellora Telecom Philippines, Inc. is seeking a highly driven Team Leader to manage a team of Customer Service Representatives supporting a multi-channel account (chat, email, inbound and outbound calls).

This role demands strong leadership, analytical capability, and a coaching mindset grounded in accountability to drive performance. You will mentor at least 10 CSRs, conduct regular coaching, oversee operations across channels, track SLAs and KPIs, and implement data‑driven improvement plans