About the Position: Customer Service Team Lead (Cebu) | OnsiteWork Environment: Onsite (Cebu)Shift: Flexible, no fixed scheduleBenefits:- Generous Paid Time Off, including holidays- HMO health insurance (coverage for the employee plus one free dependent)- Clear opportunities for career growth within the company- Competitive salary packageResponsibilities:- Lead and motivate a team of Customer Service Representatives to achieve high performance levels and ensure excellent customer satisfaction- Collaborate closely with the team to meet goals and targets- Conduct coaching sessions and provide ongoing motivation to help team members achieve their objectives- Organize one-on-one meetings and team discussions- Stay updated on business developments and new product offerings- Oversee daily team activities, prioritize tasks, and assess risks or impacts within existing processes to meet SLAs and sales quotas- Ensure training and development plans are in place for all team members- Apply performance management and disciplinary measures fairly and consistently as needed- Support the Customer Care Director in achieving business goals and fostering a performance-driven cultureQualifications:- Bachelors Degree or equivalent- Minimum of 2 years experience in a Team Lead or Supervisory role managing people, preferably in a Call Center/BPO setting- Strong leadership, coaching, and people management skills- Excellent communication abilities
