Customer Service Team Leader

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Leadership & Oversight: Deliver effective leadership and supervision to a team of representatives.

• Performance Objectives: Establish clear performance expectations and goals for team members, ensuring alignment with organizational aims.

• Coaching & Growth: Guide, mentor, and inspire team members to improve their skills, performance, and career development while promoting a positive and collaborative team atmosphere.

• Conflict & Performance Management: Address employee issues, conflicts, and performance challenges promptly and effectively.

• SLA & KPI Monitoring: Track team performance to ensure compliance with established service level agreements (SLAs) and key performance indicators (KPIs).

• Data Evaluation & Workflows: Examine team metrics to pinpoint areas for enhancement, implementing strategies to boost productivity and efficiency.

• Cross-Department Collaboration: Work alongside cross-functional teams to refine processes, tackle operational challenges, and optimize workflows.

• Quality Control: Continuously assess and enhance customer service quality, guaranteeing high levels of customer satisfaction.

• Industry Trends: Remain informed about industry best practices and trends to drive process improvements and innovation within the team.

• Training Coordination: Identify training requirements and organize training sessions to develop the skills and knowledge of team members.

• Resource Allocation: Ensure team members have the essential tools, resources, and information to perform their roles effectively.

• Sharing Best Practices: Collaborate with other team leaders and managers to exchange best practices and implement standardized processes.

• Escalation Handling: Act as a point of contact for escalations and manage customer inquiries or complaints as necessary.

• Performance Reporting: Prepare reports on team performance as needed and maintain regular communication with clients.

• Cultural Engagement: Participate in team meetings and organizational initiatives to promote positive change while maintaining a positive, empathetic, and professional demeanor toward customers and colleagues at all times.

⛳️ Requirements

• Leadership Background: Minimum of 1 year of experience in a leadership or supervisory capacity, ideally within a call center setting.

• Relevant Experience: At least 3 years of experience in a role similar to that of the representatives this position will support.

• Client Interaction: Previous experience in a client-facing role is highly desirable.

• Effective Communication: Excellent verbal and written communication skills.

• Customer Service Knowledge: Strong understanding of customer service and technical support principles and practices.

• Problem-Solving Ability: Strong problem-solving, decision-making, and interpersonal skills to engage effectively with team members and stakeholders at all levels.

• Technical Proficiency: Familiarity with customer service software and tools such as a CRM, along with general computer literacy.

• BYOD Compliance: Must meet the BYOD (Bring Your Own Device) IT equipment requirements.

🏝️ Benefits

• Competitive Salary

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance Coverage.

• Health Maintenance Organization (HMO) coverage starting on Day 1.

• Free Dependents: One (1) dependent upon regularization, with an additional second (2) dependent after one year of service.

• Paid time off plus birthday leave.

• Opportunities for skills training and professional development.