Multi-Channel Operations Team Lead & KPI Coach

SupportZebra; Makati; In loco; PHP 420.000 - 620.000; Tempo pieno

Descrizione del lavoro

Lean Solutions Group is seeking an Operations Team Leader to guide and support a team of Agents, ensuring consistent delivery of high-quality service across voice, chat, email, and social channels. The role emphasizes driving team performance, achieving KPIs, and upholding client and company standards in a fast-paced, collaborative setting.

The ideal candidate brings leadership experience in BPO or customer service, with strong coaching, analytics, and communication skills to manage performance

Competenze

• Minimum of 1 year of experience as a Team Leader or Supervisor in a BPO or customer service setting.
• Proven background in managing and motivating teams within a metrics-driven environment.
• Prior experience overseeing multi-channel customer service operations (voice, chat, email, social media).
• Exceptional written and verbal communication skills.
• Strong analytical abilities with a track record of handling performance management and resolving operational bottlenecks effectively.

Mansioni

• Guide and support a team of Agents to deliver high-quality service across multiple channels.
• Drive team performance and achieve operational KPIs.
• Ensure compliance with client and company standards.
• Foster a culture of accountability, engagement, and continuous improvement.
• Balance performance management, coaching, and operational support in a fast-paced environment.

Conoscenze

Team leadership

Performance management

Multi-channel support

Communication skills

Problem-solving

Strumenti

CRMs

Customer service platforms

Excel/Google Sheets

Descrizione del lavoro

Lean Solutions Group is seeking an Operations Team Leader to guide and support a team of Agents, ensuring consistent delivery of high-quality service across voice, chat, email, and social channels. The role emphasizes driving team performance, achieving KPIs, and upholding client and company standards in a fast-paced, collaborative setting.

The ideal candidate brings leadership experience in BPO or customer service, with strong coaching, analytics, and communication skills to manage performance