Customer Service Team Lead

• Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive immediate improvement

• Facilitate Weekly Team Meetings: Lead weekly sessions to communicate product or process updates, review team performance, and align on action plans and priorities

• Monthly Performance Review: Conduct end-of-month performance reviews for each team member to evaluate results, provide feedback, and implement necessary actions for improvement.

• Real-Time Performance Monitoring: Ensure agents adhere to their assigned schedules and follow proper notification protocols for breaks, queue or skillset changes, and attendance.

• Monitor and manage all key performance metrics daily (e.g., Service Level, Abandon Rate, Answer Rate) to ensure targets are consistently met

• QA Calibration

• Schedule shell management and communication within the team.

• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.

• Foster a positive and productive team environment.

• Other duties as assigned by management.

• A symbol of unquestionable integrity and work ethics.

• Someone who can groom future leaders.

• Someone flexible with the department's shift rotation pattern.

• Has passion for performance/excellence and ability to go with the fast paced environment.

• Strong organizational skills to give the team direction.

• Ability to analyze data and generate reports.

• Preferably 2-3 years of BPO leadership experience handling a team

• Previous leadership or supervisory experience preferred

• Has experience in handling voice and chat channels

• Well developed communication skills; ability to communicate to all levels

• Willing to work (full onsite) in the Paranaque Integrated Terminal Exchange (PITX)