Onsite Call Center Team Lead - Customer Experience

CGI (PHILIPPINES) INC.; Taguig; On-site; PHP 350,000 - 550,000; Full time

Job summary

CGI Philippines, Inc. in Manila is seeking a capable Supervisor to lead a CGI call center team, shaping behaviors and delivering service excellence.

You will drive standards, investigate complaints, and partner on improvements to processes and performance metrics. You will supervise approximately 1:15 ratio, coach on calls, manage escalations, and foster a customer-centric culture while ensuring attendance, discipline, and quality compliance across shifts.

Qualifications

• Excellent management and supervisory skills.
• Excellent verbal communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional demeanor.
• Ability to coach and mentor customer service representatives.

Responsibilities

• Supervise CGI call center agents (approx. 1:15 ratio).
• Act as primary point of contact for CGI's first level of escalations support.
• Oversee day-to-day call center operations to ensure service excellence.
• Lead and enforce organization-wide customer service initiatives and standards.
• Review and coach the team on calls and customer interactions to achieve high service levels.
• Maximize staff potential to meet and exceed performance standards through talent management tools such as performance plans, practical training, coaching, evaluations, and disciplinary actions.
• Measure, report, and identify strategies to address critical metrics such as call abandonment, wait times, and the effectiveness of first-call resolution.
• Evaluate procedures and processes to provide recommendations for program excellence.
• Drive a culture of continuous improvements, new approaches, and personal excellence; inspire and motivate the team and foster open communication between teams, departments, and divisions.
• Manage customer interactions to achieve high customer satisfaction; instill a customer-centric mindset in the team.
• Adhere to attendance, punctuality, and professional behavior standards for self and team.

Skills

Management skills

Supervisory skills

Verbal communication

Customer service

Organizational skills

Problem resolution

Coaching

Tools

Microsoft Office

Job description

CGI Philippines, Inc. in Manila is seeking a capable Supervisor to lead a CGI call center team, shaping behaviors and delivering service excellence.

You will drive standards, investigate complaints, and partner on improvements to processes and performance metrics. You will supervise approximately 1:15 ratio, coach on calls, manage escalations, and foster a customer-centric culture while ensuring attendance, discipline, and quality compliance across shifts.