Team Leader – Customer Service

Fusion CX; Cebu City; On-site; PHP 469,000 - 714,000; Full time

Job summary

A global customer experience company is hiring a Customer Service Team Leader in Cebu. This role involves guiding and motivating customer service representatives to deliver exceptional experiences. Key responsibilities include overseeing staff activities, training, and monitoring performance to ensure compliance with standards. Ideal candidates will have supervisory experience in customer service or sales, a relevant degree, and strong communication skills. This position requires on-site work and offers opportunities for professional development within a supportive culture focused on excellence.

Qualifications

• At least two years of supervisory experience in customer service or sales.
• Experience in background checks, pre-employment screening, or human resources is beneficial.
• Must be willing to work onsite in Cebu.
• Excellent English communication and people management skills.
• Ability to manage stress and resolve conflicts in a fast-paced environment.
• Experience in background checks or HR processes is beneficial.

Responsibilities

• Oversee customer service staff activities, ensuring adherence to performance standards and company policies.
• Monitor and evaluate calls, providing feedback and coaching.
• Drive team performance to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Train staff on customer service excellence and organizational policies.
• Analyze performance data to inform management decisions.
• Facilitate effective communication among team members, management, and clients.

Skills

Excellent communication skills in English

Effective people management capabilities

Proficient in technology including Avaya

Strong skills in Excel, PowerPoint, and Outlook

Stress management

Conflict resolution

Education

Bachelor’s or college degree in any field

Management background (a plus)

Tools

Avaya

Excel

PowerPoint

Outlook

Job description

Are you seeking customer service team leader positions in Cebu or rewarding call center team leader roles in Cebu City? Are you an experienced customer service professional keen on joining Cebu hiring for the TL positions in a thriving global company? Here is an opportunity for you to fulfill your dreams. Fusion CX is seeking a dedicated Customer Service Team Leader for our Cebu location. In this TL role in Fusion CX Cebu, you will guide and motivate a team of Customer Service Representatives to deliver excellent customer experiences worldwide. The ideal candidate will play a pivotal role in achieving organizational goals while ensuring high job satisfaction within the team. So, Cebu team lead professionals seeking a worthwhile role can now aim higher than simply joining a call center team leader hiring at Fusion CX Cebu. Join us and become a CX specialist and part of a global workforce in a customer experience transformation company. Apply now!

Job Description

• Oversee customer service staff activities, ensuring adherence to performance standards and company policies.
• Monitor and evaluate calls, providing feedback and coaching to improve service quality.
• Drive team performance to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Train staff on customer service excellence and organizational policies.
• Analyze performance data to inform management decisions and goal setting.
• Facilitate effective communication among team members, management, and clients to enhance customer satisfaction and team efficiency.

Job Requirements

• A bachelor’s or college degree in any field, as well as a management background, is a plus.
• At least two years of supervisory experience in customer service or sales.
• Proficient in using technology, including computers and Avaya, with strong Excel, PowerPoint, and Outlook skills.
• Excellent communication skills in English and effective people management capabilities.
• Ability to manage stress and resolve conflicts in a fast-paced environment.
• Experience in background checks, pre-employment screening, or human resources is beneficial.
• Must be willing to work onsite in Cebu.

Why Join Fusion CX?

Fusion CX Philippines is conducting a hiring initiative in Cebu for a Team Leader position. If you are searching for customer service team leader jobs in Cebu or call center team leader hiring in the city that will help propel your career in the customer service industry, apply now. As a Team Leader at Fusion CX, you will have the opportunity to contribute to a culture of excellence in customer service. We offer diverse customer service jobs or TL roles in Cebu in a dynamic work environment where your leadership will directly impact our clients’ success and our team’s growth. Join us to advance your career in a team lead role where you can make a difference, supported by a company committed to your professional development and success.