Team Lead Customer Service (BPO)

Remote: 
Full Remote
Contract: 
Work from: 

Offer summary

Qualifications:

2-3 years of experience in a customer service leadership role within a BPO setting., Strong knowledge of customer service principles and call center operations., Excellent communication, interpersonal, and problem-solving skills., Bachelor's degree in Business, Communications, or a related field is a plus..

Key responsibilities:

  • Supervise and mentor a team of customer service representatives to meet performance metrics.
  • Monitor team performance using KPIs and conduct regular coaching sessions.
  • Handle escalations and resolve complex customer issues professionally.
  • Generate reports on team performance and collaborate with other teams to enhance service quality.

RippedBoxStation logo
RippedBoxStation Startup https://www.rippedboxstation.com
11 - 50 Employees
See all jobs

Job description

Position: Team Lead Customer Service (BPO)
Number of hours: 40 Hrs/week
Schedule: TBD


Job Summary:

We are seeking a motivated and experienced Team Lead Customer Service to oversee and guide a team of customer service representatives in a fast-paced BPO environment. The ideal candidate will ensure high-quality service delivery, team performance optimization, and client satisfaction. This role requires strong leadership, problem-solving, and communication skills.

Key Responsibilities:

  • 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).

Qualifications:

  • 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.


Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Customer Service
  • Communication
  • Problem Solving
  • Leadership
  • Mentorship
  • Time Management
  • Teamwork
  • Coaching

Customer Support Team Lead Related jobs