URGENT HIRING - Contact Center Team Lead

Capgemini Philippines Corp.; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading consulting firm in Taguig is seeking a skilled team manager to oversee daily operations in a customer service environment. This role requires at least 5 years of BPO experience, excellent English communication skills, and the ability to manage a team of 10-20. The ideal candidate will have a Bachelor's degree and be proficient in Microsoft products. This position is on-site with a focus on performance management and customer satisfaction.

Qualifications

• Proven ability to manage a team of 10-20 agents.
• At least 5 years of experience in a BPO environment.
• Excellent English communication skills.

Responsibilities

• Manage a team to ensure high-quality customer service.
• Oversee daily operations and handle escalated customer issues.
• Implement process improvements and analyze performance metrics.

Skills

PC proficient

Strong Technical Aptitude

Strong Verbal/Written Skills

Attention to detail

Problem solving

Strong listening skills

Education

Bachelor’s Degree

Job description

General Tasks:

Managing a team of agents to ensure high-quality customer service, including training, coaching, and monitoring performance against key performance indicators (KPIs). Key responsibilities include overseeing daily operations, handling escalated customer issues, analyzing performance metrics, and implementing process improvements. They are also responsible for administrative tasks, such as scheduling, and for ensuring compliance with regulations.

Skills Required:

• PC proficient, comfortable, and familiar with using Microsoft products (Teams, Outlook) and ability to quickly get up to speed on other screens/systems.
• Strong Technical Aptitude, ability to troubleshoot, deductive reasoning.
• Strong Verbal/Written Skills, communication with customers.
• Attention to detail.
• Problem solving, critical thinking.
• Strong listening skills.

Qualifications:

• Willing to work on site daily.
• Proven ability to manage a team of 10‑20 agents.
• At least 5 years up experience in a BPO environment.
• Excellent English communication skills / strong communication coaching and performance management skills.
• Must have knowledge on SLAs for CS.
• Can work in Australian Time.
• Bachelor’s Degree – if undergrad, must have strong experience.