Sr. Group Lead

PM Consulting; Cebu City; On-site; PHP 800,000 - 1,400,000; Full time

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.

Skills

People management

Coaching

Performance management

Customer service orientation

Analytical thinking

Communication

Stakeholder management

MS Excel

Tools

MS Excel

PowerPoint

Job description

We are looking for an experienced and customer-focused Senior Group Lead to oversee team performance and day-to-day operations within a fast-paced Contact Center/BPO environment. The role will provide leadership, coaching, and operational direction to ensure the team consistently meets performance targets while delivering an excellent customer experience.

Key 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.
• Monitor operational metrics and identify performance trends, gaps, and opportunities for improvement.
• Partner with Operations, Quality, Training, WFM, and other support teams to address operational concerns and improve team performance.
• Drive employee engagement, motivation, and retention through effective communication and people management practices.
• Ensure adherence to company policies, client requirements, processes, and compliance standards.
• Conduct team huddles and communicate business updates, performance expectations, and process changes.
• Prepare and provide regular performance updates and reports to management.
• Identify process and performance improvement opportunities and support the implementation of corrective action plans.
• Manage attendance, schedule adherence, and other workforce-related concerns within the team.
• Serve as an escalation point for complex operational and customer-related issues.
• Perform other leadership and operational responsibilities as assigned.

Qualifications

• Minimum of 4 years of work experience in a Contact Center/BPO environment.
• Minimum of 2 years of experience in a leadership position, such as Team Leader, Supervisor, Group Lead, or similar role.
• Strong experience in people management, coaching, and performance management.
• Strong customer service orientation with a demonstrated ability to manage customer concerns effectively.
• Experience managing operational KPIs such as Service Level, Quality, Productivity, CSAT, AHT, and Attendance is preferred.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to make sound decisions and handle escalations in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Willing to work on shifting schedules, weekends, and holidays depending on business requirements.

Preferred Skills

• Experience managing large or multi-team operations.
• Background in customer service, sales, collections, or other customer-facing BPO operations.
• Experience in performance improvement and employee engagement initiatives.
• Strong understanding of Contact Center operations and performance management.