Customer Service Team Leader

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

📋 Description

• Oversee the daily operations and workflow for the designated team.

• Track compliance with SLAs, quality benchmarks, KPIs, and PCI regulations.

• Ensure prompt reporting of absences and tardiness.

• Verify agent preparedness for call queues, chats, and emails.

• Supervise invoices, monitoring sheets, orders, updates on lateness, email distribution, and rebooking deadlines.

• Review team inboxes on an hourly basis and ensure emails are responded to within two hours.

• Promote efficient management of incoming calls and chats.

• Listen to calls that exceed 10 minutes to assess quality and provide support or escalate as necessary.

• Uphold PCI Compliance standards, including managing floor access restrictions.

• Offer coaching, feedback, training, and documentation of performance.

• Evaluate agents’ emails for errors, grammar, punctuation, areas for improvement, and knowledge gaps regarding products.

• Relay quality concerns to the QA team.

• Address escalated matters, urgent customer requests, and educational calls to customers.

• Ensure adequate coverage of workloads during times of absence and during peak periods.

• Manage issues, distribute emails, and handle incoming call, chat, and email workflows.

• Complete tracking of absences and filing of emails.

• Identify training requirements, cross-train team members, and document training sessions in Google Drive.

• Keep updated on policies, procedures, tools, and pertinent resources for the account.

• Demonstrate exemplary customer service and professionalism.

• Ensure agents accurately document activities and customer interactions in the CRM.

• Oversee attendance and conduct return-to-work interviews.

• Collaborate with People & Culture on support matters and progressive discipline.

• Conduct performance evaluations during probation and advise on confirmation or termination.

• Foster a respectful and inclusive workplace while addressing issues of discrimination, harassment, bullying, and victimization.

• Maintain comprehensive product knowledge and processes related to the Interparcel account.

⛳️ Requirements

• 12–18 months of experience in a call center environment.

• Intermediate proficiency in CRM and MS Office, or a willingness to learn.

• Skills in leadership and people management.

• Strong interpersonal and communication abilities.

• Capacity for conflict resolution and problem-solving.

• Skills in coaching and mentoring.

• Familiarity with call center operations and procedures.

• Proficient in workflow planning and organization.

• Strong time management, prioritization, attention to detail, and multitasking skills.

• Knowledge of performance evaluation techniques, KPIs, and quality standards.

• Excellent communication and active listening skills.

• Display empathy and problem-solving capabilities.

• Commitment to delivering exceptional customer service.

• Proficient in record-keeping and documentation.

• Familiarity with CRM platforms, spreadsheets, and relevant software tools.

• Ability to identify training needs and knowledge deficiencies.

• Strong presentation and facilitation skills.

• Critical thinking, analytical, and decision-making capabilities.

• Ability to collaborate effectively with cross-functional teams.

• Adaptability and flexibility in various situations.

• Strong verbal and written communication skills.

• Ability to build rapport and demonstrate empathy, respect, and emotional intelligence.

• Effective negotiation and conflict resolution skills.

• Capability to provide constructive feedback and coach team members.

• Ability to deliver clear presentations using visual aids and storytelling techniques.

• Skill in adjusting communication style to fit the audience, situation, and individual needs.

• An open and approachable demeanor.

🏝️ Benefits

• Full-time employment.

• Remote work options available.

• A diverse, inclusive, and equitable workplace.

• A respectful and inclusive work environment.

• Opportunities for continuous learning and development.