Team Lead

HGS Offshore Staffing Solutions (HGS OSS); Taguig; On-site; PHP 469,000 - 737,000; Full time

Job summary

HGS Offshore Staffing Solutions (HGS OSS) is seeking a Team Leader – Customer Service Operations to guide a 10-15 agent team. You will drive performance, uphold service quality, and manage escalations while ensuring operational stability and adherence to SOPs.

The role emphasizes coaching, data security, and collaboration with Quality, WFM, and Training teams to deliver consistent customer experiences across global operations.

Qualifications

• Bachelor’s degree in any discipline preferred.
• Experience in customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
• Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
• Excellent communication, analytical, and leadership skills.

Responsibilities

• Lead, manage, and motivate a team of 10-15 customer service agents.
• Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
• Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
• Enforce policies, SOPs, and compliance standards consistently.
• Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.
• Conduct call reviews and maintain data security, especially during off-peak hours.
• Share end-of-shift updates and coordinate with global teams for smooth transitions.

Skills

Team leadership

Customer service

Communication

Analytical

Education

Bachelor’s degree

Tools

MS Office

CRM/telephony tools

Five9

Job description

The Team Leader – Customer Service Operations is responsible for leading a team of customer service representatives. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability. The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.

Key Responsibilities:

• Lead, manage, and motivate a team of 10-15 customer service agents.
• Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
• Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
• Enforce policies, SOPs, and compliance standards consistently.
• Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.
• Conduct call reviews and maintain data security, especially during off-peak hours.
• Share end-of-shift updates and coordinate with global teams for smooth transitions.

Qualifications:

• Bachelor’s degree in any discipline preferred.
• Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
• Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
• Excellent communication, analytical, and leadership skills.