Customer Service Team Lead | WFH (Cebu Based)

CUSTOMER SERVICE TEAM LEAD

We are looking for a result-driven team leader to be responsible for monitoring and supervising a team to achieve the organization’s objectives. You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.

Job Responsibilities:

• Directs, administers, and controls the day-to-day operations
• Develop a strategy that the team members can use to better reach a project’s goal.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Provides leadership, support, and guidance to facility management.
• Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.
• Directs and oversees the business through effective leadership and management of customer service and quality care
• Participates in the development of area strategic plans, goals, and objectives ensuring alignment with the company.
• Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.
• Manages the staffing through the appropriate hiring, firing, and disciplinary actions in collaboration with HR.
• Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.
• Ensures a strong and robust communications process between all managers and staff within the area and across the division as needed by leading communications sessions and meetings with managers and ensuring the appropriate dissemination of communications to support staff.
• Perform assigned tasks as assigned

Requirements:

• Bachelor’s or Associate’s degree in business, management or any related field
• At least 2 years’ experience as Team Leader in BPO industry
• Advanced supervisory experience is a plus
• Staffing, planning, and people management
• Managing performance and profitability
• Promoting process improvement
• Strategic planning
• Dealing with complexity, analyzing information, and implementing company vision

Looking for new opportunities? Check out our latest job openings and join our team by visiting our career website at www.progresspro.com.ph/careers. We’d love to have you on board!