Team Leader

Job Overview:

Key Responsibilities:

• Team Leadership:
  

• Supervise and manage a team of customer service representatives.
  

• Set clear performance goals and expectations for the team.
  

• Motivate coach and develop team members to meet performance targets and enhance skills.
  

• Provide support and guidance to the team on handling customer inquiries and resolving issues.
  

• Customer Service Excellence:
  

• Ensure the team delivers a high level of customer satisfaction.
  

• Monitor and evaluate customer service interactions to ensure quality and consistency.
  

• Address escalated customer concerns or complaints in a professional and timely manner.
  

• Training & Development:
  

• Provide ongoing training and development opportunities for team members.
  

• Conduct regular one-on-one meetings with team members to assess performance and offer feedback.
  

• Identify areas for improvement and recommend solutions to enhance the customer experience.
  

• Performance Management:
  

• Track and report on team performance including KPIs such as customer satisfaction call resolution times and service levels.
  

• Conduct regular performance reviews and provide constructive feedback.
  

• Develop action plans for underperforming team members and ensure improvements are made.
  

• Behavioral Management:
  

• Coach and guide customer service representatives on effective communication de-escalation techniques and problem-solving strategies.
  

• Provide ongoing support in managing customer behavior challenges ensuring that agents remain calm empathetic and professional in all interactions.
  

• Assist with training programs that focus on soft skills behavioral management and conflict resolution.
  

• Operational Support:
  

• Ensure adherence to company policies procedures and service level agreements.
  

• Identify and implement process improvements to increase efficiency and customer satisfaction.
  

• Collaborate with other departments (e.g. sales IT) to resolve customer issues and improve service offerings.
  

• Reporting and Analytics:
  

• Maintain and update daily weekly and monthly reports on team performance and customer feedback.
  

• Analyze trends and feedback to help improve team performance and customer satisfaction.
  

Requirements

• Strong leadership skills with the ability to motivate and manage a diverse team.
  

• Excellent communication and interpersonal skills.
  

• Problem-solving ability and experience in handling escalated customer concerns.
  

• Knowledge of customer service software CRM tools and MS Office Suite.
  

• Ability to manage multiple priorities in a fast-paced environment.
  

• Strong attention to detail and ability to manage both big-picture strategy and day-to-day operational needs.
  

Preferred Qualifications:

• Experience in customer service within a specific industry (e.g. retail telecommunications healthcare) is a plus.
  

• Bachelors degree or equivalent experience in customer service management or related field.
  

• Knowledge of performance metrics KPIs and quality assurance standards.
  

Key Skills:

• Leadership and team management
  

• Customer-centric mindset
  

• Conflict resolution
  

• Time management and multitasking
  

• Data analysis and reporting
  

• Adaptability and problem-solving
  

• Process optimization and continuous improvement
  

Working Conditions:

• Full-time position with occasional overtime during peak seasons.
  
• Must be willing to work onsite in Cebu Business Park Cebu City
  
• Must be willing to work in a rotating shift