Multi-Channel Support Team Lead - Customer Experience

Welsend Global Services Inc.; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Welsend Global Services Inc. in Taguig seeks a Team Leader to oversee a customer service team delivering support via voice, chat, and email. You will drive service excellence and operational efficiency.

Responsibilities include coaching, monitoring multi-channel responses, escalating issues, and coordinating with management to implement process improvements. The role starts ASAP and is office-based with dayshift hours.

Responsibilities

• Lead and supervise the team to ensure effective handling of customer inquiries and escalations.
• Monitor and guide the team in responding to customers through multiple channels (calls, chat, email, and hotline).
• Provide coaching, feedback, and performance evaluations to improve team productivity and service quality.
• Coordinate with management and other departments to resolve complex issues and implement process improvements.
• Prepare reports and track team performance metrics.

Job description

Welsend Global Services Inc. in Taguig seeks a Team Leader to oversee a customer service team delivering support via voice, chat, and email. You will drive service excellence and operational efficiency.

Responsibilities include coaching, monitoring multi-channel responses, escalating issues, and coordinating with management to implement process improvements. The role starts ASAP and is office-based with dayshift hours.