Team Leader (Manila)

• Supervise and manage a team of customer service representatives.
  Set clear performance goals and expectations for the team.
  
• Motivate, coach, and develop team members to meet performance targets and enhance skills.
  
• Provide support and guidance to the team on handling customer inquiries and resolving issues
  

• Ensure the team delivers a high level of customer satisfaction.
  
• Monitor and evaluate customer service interactions to ensure quality and consistency
  
• Address escalated customer concerns or complaints in a professional and timely manner.
  

• Provide ongoing training and development opportunities for team members.
  
• Conduct regular one -on -one meetings with team members to assess performance and offer feedback.
  
• Identify areas for improvement and recommend solutions to enhance the customer experience.
  

• Track and report on team performance, including KPIs such as customer satisfaction, call resolution times, and service levels.
  
• Conduct regular performance reviews and provide constructive feedback.
  
• Develop action plans for underperforming team members and ensure improvements are made.
  

• Coach and guide customer service representatives on effective communication, de -escalation techniques, and problem -solving strategies.
  
• Provide ongoing support in managing customer behavior challenges, ensuring that agents remain calm, empathetic, and professional in all interactions.
  
• Assist with training programs that focus on soft skills, behavioral management, and conflict resolution.
  

• Ensure adherence to company policies, procedures, and service level agreements.
  
• Identify and implement process improvements to increase efficiency and customer satisfaction.
  
• Collaborate with other departments (e.g., sales, IT) to resolve customer issues and improve service offerings.
  

• Maintain and update daily, weekly, and monthly reports on team performance and customer feedback.
  
• Analyze trends and feedback to help improve team performance and customer satisfaction.
  

Requirements

• Strong leadership skills with the ability to motivate and manage a diverse team.
  
• Excellent communication and interpersonal skills.
  
• Problem -solving ability and experience in handling escalated customer concerns.
  
• Knowledge of customer service software, CRM tools, and MS Office Suite.
  
• Ability to manage multiple priorities in a fast -paced environment.
  
• Strong attention to detail and ability to manage both big -picture strategy and day -to -day operational needs.
  

• Experience in customer service within a specific industry (e.g., retail, telecommunications, healthcare) is a plus.
  
• Bachelor's degree or equivalent experience in customer service, management, or related field.
  
• Knowledge of performance metrics, KPIs, and quality assurance standards.
  

• Leadership and team management
  
• Customer -centric mindset
  
• Conflict resolution
  
• Time management and multitasking
  
• Data analysis and reporting
  
• Adaptability and problem -solving
  
• Process optimization and continuous improvement
  

• Full -time position, with occasional overtime during peak seasons.
  
• Must be willing to work onsite in Makati City
  
• Must be willing to work in a rotating shift