Contact Center Team Lead

Job Description

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 account stakeholder to streamline operations.

Skills Required

• Strong leadership and team management skills
• Familiarity with workforce management and scheduling tools
• Excellent communication, and problem-solving resolution abilities

Qualifications (Education/Experience/Certification):

• At least 7 years of experience in Customer Service, preferably Bank operations, and 3 years as Team Lead
• Must have Finance/Cards/Banking experience
• College Graduate
• Amenable to work full onsite in any of our Manila sites - Pasay or  Taguig following AU shift
• With experience working in ANZ market