Team Leader - Customer Service Representative

Risewave Consulting Inc.; Taguig; On-site; PHP 390,600 - 558,000; Full time

Job summary

A consulting firm in Taguig City is seeking a CSR Team Lead to oversee and support a team of customer service representatives. The ideal candidate has 3-5 years of supervisory experience, strong leadership, and excellent communication skills. The position requires night shift availability and is 100% onsite. Responsibilities include managing performance, providing coaching, and resolving customer concerns. Interested candidates should be ready to meet KPIs and provide guidance to their teams.

Qualifications

• 3-5 years of experience in a supervisory or team lead role, preferably in BPO, RPO, or shared services.
• Strong leadership and coaching abilities.
• Good understanding of performance metrics and team management.

Responsibilities

• Lead and manage a team of customer service representatives.
• Monitor team performance to meet KPIs and service level targets.
• Provide coaching and regular performance evaluations.
• Handle escalations and resolve complex customer concerns.
• Analyze performance data and implement improvement plans.

Skills

Leadership

Coaching

Interpersonal skills

Communication

Problem-solving

Job description

We’re Hiring: CSR Team Lead

Job Details

Location: Taguig City

Shift: Night Shift

Work Setup: 100% Onsite

Contract Duration: 9 months

Qualifications

• At least 3-5 years of proven experience in a supervisory or team lead role (BPO, RPO, or shared services preferred)
• Strong leadership, coaching, and interpersonal skills
• Good understanding of performance metrics and team management
• Excellent communication and problem-solving abilities

Key Responsibilities

• Lead, manage, and support a team of customer service representatives
• Monitor daily performance and ensure team meets KPIs and service level targets
• Provide coaching, feedback, and regular performance evaluations
• Handle escalations and resolve complex customer concerns
• Analyze performance data and implement improvement plansThe job description must..your…..··…..... This? We need…..?? The user has provided a garbled prompt: