Onsite Customer Service Team Lead - Growth & Escalations

TASQ Staffing Solutions; Taguig; On-site; PHP 334,800 - 558,000; Full time

Job summary

A staffing solutions company in Taguig is seeking a Customer Service Team Lead to manage and develop a high-performing team. The ideal candidate will have over 4 years of experience in customer service within the BPO/BPM industry and at least 3 years in a leadership role. Responsibilities include managing team performance, coaching, and resolving customer escalations. This role requires a commitment to working onsite and in rotational shifts.

Qualifications

• Minimum 4 years of customer service experience in the BPO/BPM industry.
• 3 years as a Team Leader handling inbound calls.
• Willingness to work in rotational shifts.

Responsibilities

• Manage teams including resource and career planning.
• Coach team members to bridge knowledge gaps.
• Handle customer escalations until resolution.
• Conduct quality assessments for performance improvements.
• Identify and mentor on process improvement ideas.

Skills

Leadership

Performance management

Coaching

Problem-solving

Education

Bachelor's degree or equivalent experience

Job description

About the job Customer Service Team Lead (Taguig) | Onsite

Start Date:August 18

Work Setup: 100%Onsite (BGC Taguig)

Requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry
• Bachelors degree in any course or equivalent experience
• A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
• Willingness to work in rotational shifts
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (TAGUIG).
• Able to start ASAP

Responsibilities:

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the teams requirements
• Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects