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.
Key Responsibilities:
- 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 analyze Customer Service metrics and KPIs.
- Prepare performance reports and present findings to senior management.
- Identify areas for improvement and implement corrective actions.
- Collaborate with BOQ stakeholder to streamline operations.
Qualifications:
- 7+ years in customer service (bank/cards)
- 3+ years as a Team Lead in the same domain
- Proven leadership and coaching skills
Work Setup:
- Amenable to work onsite at either McKinley West, Taguig or SM MOA Complex, Pasay offices
- Willing to work Australian business hours
