Position: Team Lead – Customer Service (BPO)

Number of hours: 40 Hrs/week

Schedule: TBD

● 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).

● 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.