Team Lead Customer Service (BPO)

Schedule: TBD

Job Summary:

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).

Qualifications:

• 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.

This offer from "RippedBoxStation" has been enriched by Jobgether.com and got a 72% flex score.