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

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.