Customer Service Team Lead

📋 Description

• Conduct regular coaching to close performance gaps and drive improvement.
• Lead weekly team meetings for updates and action plans.
• Conduct end-of-month performance reviews with each team member.
• Monitor real-time performance: schedules, breaks, and attendance.
• Track daily KPIs (Service Level, Abandon Rate, Answer Rate).
• Foster a positive, productive team environment.

🎯 Requirements

• 2-3 years of BPO leadership experience.
• Leadership or supervisory experience preferred.
• Experience handling voice and chat channels.
• Strong communication skills; able to communicate to all levels.
• Willing to work onsite at PITX, Parañaque.
• Ability to analyze data and generate reports.