Job Description
The Customer Service Team Leader supervises and guides a team of customer service representatives for high-quality service delivery. This role involves monitoring performance, coaching team members, resolving escalated issues, and driving continuous improvement in customer satisfaction and operational efficiency. Mentioned below are key duties:
- Lead, mentor, and support a team of Customer Service team members.
- Conduct regular team meetings and one-on-one performance reviews.
- Set daily, weekly, and monthly targets for the team.
- Track and analyse Customer Service metrics and KPIs.
- Prepare performance reports and present findings to senior management.
- Identify areas for improvement and implement corrective actions.
- Collaborate with account stakeholder to streamline operations.
Skills Required
- Strong leadership and team management skills
- Familiarity with workforce management and scheduling tools
- Excellent communication, and problem-solving resolution abilities
Qualifications (Education/Experience/Certification)
- At least 7 years of experience in Customer Service, preferably Bank operations, and 3 years as Team Lead
- Must have Finance/Cards/Banking experience
- College Graduate
- Amenable to work full onsite in any of our Manila sites - Pasay or Taguig following AU shift
- With experience working in ANZ market
