As we continue to expand, Liveware ensures high-quality service and success for both our clients and our team. Specializing in multiple industries, we are one of the leading outsourcing companies in the Philippines.
Be part of our journey. Be part of our success!
Were looking for a Dynamic and Dedicated Client Services Team Lead to work with our growing team in our beautiful office in Makati.
Responsibilities
Team Leadership & Performance Management
- Supervise, coach, and mentor a team of client service associates handling travel-related queries (bookings, reservations, itinerary changes, and support)
- Conduct regular performance reviews, feedback sessions, and team huddles to drive engagement and productivity
- Monitor KPIs such as quality scores and attendance; implement corrective actions as needed
- Manage daily staffing schedules and ensure adequate coverage to meet service levels
- Other duties as assigned by the Liveware Supervisor and/or the Client
Client & Customer Management
- Serve as the primary escalation point for complex or high-value travel cases, ensuring prompt resolution
- Collaborate closely with the clients account management team to align on goals, updates, and process
- improvements
- Ensure consistent delivery of exceptional service quality that meets or exceeds client expectations
- Monitor and reduce call waits and email response times
- Monitor and reduce abandoned or missed calls
- Hold monthly one on ones with all team members to discuss performance
- Identify further training needs and provide ongoing training and mentoring for existing team members
- Schedule time off phones for Client Services Agents in accordance with workload to ensure work is completed within our SLAs
- Create SOPs, manuals and training material that will be used to document all processes and procedures and will also be used when inducting and training new employees
- Distribute special projects and oversee their timely completion
- Present operational efficiency improvement ideas to the People & Operations leadership team and implement approved systems within the Client Services Team
- Be willing to jump in and take calls and answer emails when the team require assistance
Operational Excellence
- Track, analyze, and report operational metrics and team performance trends to management
- Identify process gaps and recommend improvement initiatives to enhance efficiency and customer satisfaction
- Support the implementation of new tools, systems, or processes introduced by the client or operations team
- Ensure compliance with travel policies, data security, and BPO operational standards
Training & Development
- Support onboarding of new hires by providing training, shadowing, and ongoing guidance
- Create a culture of learning, accountability, and service excellence within the team
- Coordinate with applicable point person to address performance opportunities and skill gaps
Requirements
- Must be willing to work on site
- Must be flexible to work shifting schedules, weekends, or holidays
- Bachelors degree preferred (or equivalent work experience)
- At least 23 years of BPO experience handling travel or hotel booking platform accounts
- At least 2-3 years of customer service experience
- At least 1-2 year of leadership or team lead experience in a customer service environment
- Strong people leadership and performance management skills
- Excellent communication, problem-solving, and conflict resolution abilities
- Analytical mindset with the ability to interpret data and drive improvement initiatives
- Proficient in MS Office and CRM systems
What We Offer
- Competitive salary
- Career growth opportunities
- HMO within the first month
- Additional paid vacation leave
- Monthly allowance
- Hands-on support both locally and internationally
- Collaborative work environment and great work culture
- Excellent professional development opportunities
- A chance to build a valuable network and expand your horizons in the industry
- Be part of a fast-growing company
