Job Overview:
We are seeking a motivated and experienced Team Lead – Customer Service to oversee and guide a team of customer service representatives in a fast-paced BPO environment. The ideal candidate will ensure high-quality service delivery, team performance optimization, and client satisfaction. This role requires strong leadership, problem-solving, and communication skills.
Key Responsibilities:
- Supervise, mentor, and coach a team of customer service representatives to meet and exceed performance metrics.
- Monitor and analyze team performance using KPIs such as CSAT, AHT, FCR, and SLA adherence.
- Conduct regular coaching, performance reviews, and team meetings to drive engagement and improvement.
- Handle escalations and resolve complex customer issues with professionalism and efficiency.
- Ensure compliance with company policies, industry regulations, and client requirements.
- Develop training materials and facilitate training sessions to improve agent capabilities.
- Collaborate with QA, Training, and Operations teams to enhance service quality.
- Generate reports on team performance and provide insights for process improvement.
- Foster a positive work culture, promoting teamwork and professional development.
- Perform quality assurance for some of the agents as needed.
- Conduct phone/email time for 3 hours a week (12 hours a month).
Requirements:
- Minimum 2-3 years of experience in a customer service leadership role within a BPO setting.
- Must have experience handling a large team working remotely.
- Strong knowledge of customer service principles, call center operations, and performance metrics.
- Experience in solar energy is preferred.
- Residency in Bulacan, Philippines is a plus.
- Excellent communication, interpersonal, and problem-solving skills.
- Proven ability to lead and develop teams in a results-driven environment.
- Proficiency in CRM software, call center tools, and reporting systems.
- Ability to work flexible shifts, including evenings, weekends, and holidays as needed.
- Bachelor’s degree in Business, Communications, or a related field is a plus.
Preferred Skills:
- Experience handling international customer support teams.
- Familiarity with omnichannel support (phone, chat, email, social media).
- Ability to adapt to fast-changing environments and manage multiple priorities effectively.
