Senior Group Lead: Customer Experience & Operations

Our Clients; Cebu City; On-site; PHP 720,000 - 1,080,000; Full time

Job summary

Our Clients in Cebu City seeks an experienced Senior Group Lead to oversee a fast-paced Contact Center/BPO team. You will provide leadership, coaching, and day-to-day operational direction to ensure targets are met while delivering exceptional customer experiences.

Responsibilities include coaching, performance management, escalation handling, and collaboration with Operations, Quality, Training, and WFM to drive improvements and maintain high service levels.

Qualifications

• Minimum of 4 years of work experience in a Contact Center/BPO environment.
• Minimum of 2 years of experience in a leadership position (Team Leader, Supervisor, Group Lead, or similar).
• Experience managing operational KPIs such as Service Level, Quality, Productivity, CSAT, AHT, and Attendance is preferred.
• Strong communication, interpersonal, and stakeholder management skills.

Responsibilities

• Lead and manage a team of customer service professionals to meet productivity, quality, service level, and customer satisfaction targets.
• Provide day-to-day operational direction, guidance, and support to team members.
• Monitor performance and conduct coaching, feedback, and performance improvement discussions.
• Ensure high-quality customer service in line with client and company standards.
• Address escalated customer concerns and provide appropriate resolutions.
• Monitor metrics and identify trends, gaps, and opportunities for improvement.
• Collaborate with Operations, Quality, Training, WFM, and other teams to address concerns and improve performance.
• Drive employee engagement, motivation, and retention through effective communication.
• Ensure adherence to policies, client requirements, processes, and compliance standards.
• Conduct team huddles and communicate updates, expectations, and process changes.
• Prepare regular performance updates and reports for management.
• Identify process and performance improvements and support corrective actions.
• Manage attendance, schedule adherence, and other workforce-related concerns.
• Serve as escalation point for complex issues and perform other leadership duties.

Skills

Team Leadership

People Management

Coaching

Performance Management

Customer Service Orientation

KPIs

Stakeholder Management

Analytical Thinking

Decision Making

Attendance & Scheduling

Tools

Excel

PowerPoint

Job description

Our Clients in Cebu City seeks an experienced Senior Group Lead to oversee a fast-paced Contact Center/BPO team. You will provide leadership, coaching, and day-to-day operational direction to ensure targets are met while delivering exceptional customer experiences.

Responsibilities include coaching, performance management, escalation handling, and collaboration with Operations, Quality, Training, and WFM to drive improvements and maintain high service levels.