TEAM LEADER

Job Title: Team Lead
Location: CEBU, Philippines
Employment Type: Full-time
Industry: BPO / Customer Service / Retail Campaigns

Job Summary:
We are seeking a dynamic and experienced Team Lead to drive performance and operational excellence within a customer service team. This role involves overseeing daily team functions, coaching members to meet key performance indicators (KPIs), and ensuring alignment with client goals and service quality standards. A proactive mindset, strong communication skills, and a passion for leading teams are essential for success in this position.

Key Responsibilities:

• Serve as the primary point of contact for team-related inquiries and resolve issues in a timely manner.
• Set clear performance goals and deadlines, encouraging accountability across the team.
• Develop and execute strategies to improve compliance with company policies and operational targets.
• Conduct regular team meetings to share updates, align on performance expectations, and promote best practices.
• Prepare and present performance reports to management and stakeholders.
• Ensure physical and branding standards within the workplace are consistently met.
• Handle customer interactions directly when needed, providing exceptional service and addressing concerns effectively.
• Drive achievement of KPIs including upselling, member rewards, credit acceptance, and CSAT (Customer Satisfaction) scores.
• Monitor service quality through call evaluations and provide coaching for improvement.
• Collaborate with cross-functional teams and participate in quality, CSAT, and performance calibration sessions.
• Provide real-time support and guidance during escalations or operational challenges.
• Track team progress and facilitate quality improvement initiatives regularly.
• Offer floor support and assist in real-time issue resolution.
• Monitor and manage schedule adherence, shrinkage, and attrition.
• Conduct weekly business reviews and represent management when required.
• Motivate team members through effective communication, training, and skills development.
• Support the hiring and onboarding process, ensuring a seamless transition for new employees.

Qualifications:

• At least 2 years of experience in a leadership role, preferably in a retail or customer service campaign.
• Open to undergraduates with strong leadership potential and willingness to learn.
• Strong communication skills (both verbal and written), with the ability to engage effectively with stakeholders.
• Analytical mindset with the ability to review and act on performance metrics.
• Proven ability to lead and inspire teams, adapt to change, and drive continuous improvement.

Mandatory Skill: Customer Service Helpdesk
Experience Level: 13 Years