Team Head

BDO Unibank; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

BDO Unibank in Cebu City seeks a Team Head to oversee a team of 10-15 Customer Service Officers delivering customer services through calls, emails, and social media.

You will coach and motivate the team, monitor performance, and drive continuous improvement while coordinating with the Section Head on manpower development and workflow efficiency. This role focuses on quality service and process optimization within Enterprise Services Group.

Qualifications

• Experience leading a Customer Service team (10-15 members).
• Strong coaching and mentoring skills.
• Experience monitoring performance and ensuring quality service.

Responsibilities

• Primarily responsible for managing a team of 10-15 Customer Service Officers that provide customer services via incoming calls, emails, and social media. Monitors performance, provides coaching, mentoring and motivation to team members.
• A Team Head oversees operational efficiency and manpower development with the Section Head, managing work volume and appropriate staffing. Coaches and motivates CSOs to drive continuous improvement.

Job description

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Business Unit: Enterprise Services Group

Department:

Primarily responsible for managing a team of 10-15 Customer Service Officers that may be responsible for providing customer services through incoming calls, emails, and/or personal messages in social media. Monitors performance, provides coaching, mentoring and motivation to team members. A Team Head oversees the achievement of team goals and ensures quality customer service is provided consistently.
The Team Head works with the Section Head in overseeing operational efficiency and manpower development of the group including but not limited to managing work volume and appropriate manpower management. He coaches and motivates the Customer Service Officers to drive continuous improvement of work / call handling. Recommends procedures to improve efficiency and quality of customer service.

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