Team Leader – Customer Service Operations

About the role

The Team Leader will oversee a group of customer‑service agents, ensuring daily operations meet service level, quality and sales targets. This role acts as the primary communication bridge between agents and management while fostering a superior customer experience.

Key responsibilities

• Achieve team sales, service level, quality and productivity targets.
• Manage people‑related issues, conduct appraisals, promotions and terminations.
• Oversee floor operations, schedule adherence and real‑time problem resolution.
• Monitor calls, provide coaching, and ensure consistent customer experience.
• Lead training and development initiatives for the team.
• Gather customer feedback to recommend product and process improvements.
• Compile performance reports and communicate updates between management and agents.
• Make decisions on revenue generation, charge reversals and training requirements.

Required profile

• Minimum 2 years experience as a Team Leader.
• Experience in phone, email and live‑chat support is preferred.
• Strong verbal and written communication skills.
• Excellent problem‑solving and critical‑thinking abilities.
• Self‑motivated, able to work independently and within cross‑functional teams.
• Flexible and able to adapt quickly to process changes.
• Willingness to work onsite in Wilcon, Makati.

Required skills

• Phone, email and live chat support