Night-Shift Team Leader, Customer Service Ops

HGS Offshore Staffing Solutions

Taguig

On-site

PHP 670,000 - 1,004,000

Full time

3 days ago

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Job summary

HGS Offshore Staffing Solutions is seeking a Team Leader – Customer Service Operations for night shift onsite in the Philippines. You will lead 10–15 agents, manage daily operations to meet SLAs, and drive performance through coaching while upholding data security and policy compliance.

The role requires strong leadership, communication, and analytical skills with 3–4 years in a supervisory capacity within a call center environment.

Qualifications

Bachelor’s degree in any discipline preferred.
Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
Excellent communication, analytical, and leadership skills.

Responsibilities

Lead, manage, and motivate a team of 10-15 customer service agents.
Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
Enforce policies, SOPs, and compliance standards consistently.
Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.
Conduct call reviews and maintain data security, especially during off-peak hours.
Share end-of-shift updates and coordinate with global teams for smooth transitions.