Team Lead Customer Service (BPO)

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.