Senior Group Lead: Customer Experience & Operations

PM Consulting

Cebu City

On-site

PHP 800,000 - 1,400,000

Full time

3 days ago

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Job summary

PM Consulting is seeking an experienced Senior Group Lead to oversee a customer service team within a fast-paced Contact Center/BPO environment. You will provide leadership, coaching, and day-to-day operational direction to ensure targets are met while delivering an excellent customer experience.

Lead productivity, quality, service level, and CSAT, conduct regular coaching and performance discussions, and collaborate with Operations, Quality, Training, WFM, and other teams to drive improvements

Qualifications

4+ years of work experience in a Contact Center/BPO environment.
2+ years in a leadership position (Team Leader, Supervisor, Group Lead, or similar).
Strong experience in people management, coaching, and performance management.
Strong customer service orientation with ability to manage customer concerns effectively.
Experience managing operational KPIs such as Service Level, Quality, Productivity, CSAT, AHT, and Attendance.

Responsibilities

Lead and manage a team of customer service professionals, ensuring achievement of productivity, quality, service level, and customer satisfaction targets.
Provide day-to-day operational direction, guidance, and support to team members.
Monitor team performance and conduct regular coaching, feedback, and performance improvement discussions.
Ensure consistent delivery of high-quality customer service in accordance with client and company standards.
Address escalated customer concerns and provide appropriate resolutions while maintaining a customer-centric approach.