Contact Center Team Lead

Job Description

Contact Center Team lead

The Customer Service Team Leader supervises and guides a team of customer service representatives for high-quality service delivery.

This role involves monitoring performance, coaching team members, resolving escalated issues, and driving continuous improvement in customer satisfaction and operational efficiency.

Mentioned below are key duties:

Lead, mentor, and support a team of Customer Service team members.

Conduct regular team meetings and one-on-one performance reviews.

Set daily, weekly, and monthly targets for the team

Track and analyse Customer Service metrics and KPIs.

Prepare performance reports and present findings to senior management.

Identify areas for improvement and implement corrective actions.

Collaborate with stakeholder to streamline operations

Strong leadership and team management skills

Familiarity with workforce management and scheduling tools

Excellent communication, and problem-solving resolution abilities

Work set-up

Willing to work onsite either in McKinley & Pasay