- Lead and supervise a team of customer service representatives.
- Provide coaching, mentorship, and regular feedback to team members.
- Conduct performance evaluations and implement improvement plans as needed.
- Foster a positive and collaborative Outsourced culture.
- Ensure the team meets or exceeds performance metrics and service level agreements.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
- Implement strategies to enhance efficiency and productivity.
- Act as a primary point of contact between the team and the client success team / clients.
- Collaborate with the client success team and clients to understand their requirements and expectations
- Address client concerns and feedback promptly and professionally.
- Coordinate with Learning and Development to deliver training programs for new and existing team members.
- Conduct regular quality assessments of customer service interactions through various channels (phone, chat, email).
- Evaluate adherence to policies, procedures, and performance standards.
- Identify areas for improvement and provide actionable feedback to customer service representatives.
- Keep the team updated on industry trends, product knowledge, and customer service best practices.
- Generate regular reports on team performance and present findings to management.
- Maintain accurate records of team activities, achievements, and challenges.
- Bachelor's degree in [relevant field] with/or 2–3 years of equivalent work experience.
- Proven experience in a contact center or customer service environment.
- Previous experience in a leadership or supervisory role.
- Strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Proficiency in MS Office / Google Workspace, and relevant customer service software.
- Flexibility to work in shifts if required. (Office Based - Alabang)
- Strong problem-solving skills.
- Ability to handle stressful situations and meet tight deadlines.
- Team-oriented with a positive attitude.
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Team Lead
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Contact Center Team Lead - Philippines, Pilipinas - Outsourced
Paglalarawan
Job SummaryWe are looking for an experienced Contact Center Team Lead
Job Description
Job Overview:
As a Contact Center Team Leader, you will oversee and manage a team of customer service representatives (voice / non-voice) to ensure the delivery of high-quality service and the achievement of performance targets. The role involves providing guidance, support, and leadership to the team, as well as collaborating with other departments to enhance overall operational efficiency.
Key Responsibilities
Team Management:
