Overview
Customer Service Team Lead (Start ASAP) Jobs in Pasay, National Capital Region, Philippines at Risewave Consulting, Inc.
Title: Customer Service Team Lead (Start ASAP)
Company: Risewave Consulting, Inc.
Location: Pasay, National Capital Region, Philippines
Position Summary
The Customer Service (CS) Team Lead is responsible for supervising the daily operations of the Customer Service Representative (CSR) team handling omnichannel customer support, including email, chat, calls, and e-commerce platform cases. The role focuses on ensuring service quality, KPI achievement, and team development through coaching, performance monitoring, and effective case management. The CS Team Lead works closely with the CS Manager and Operations Manager to maintain efficient workflows, resolve escalations, and ensure that customer service standards and company policies are consistently followed.
Key Responsibilities
- Operational Leadership: Lead the day-to-day operations of the CSR team across email, chat, voice, and e-commerce channels.
- Coaching & Team Development: Focus on agent development by reviewing QA scores and performance reports, conducting regular 1:1 coaching sessions, and documenting actionable improvement plans.
- Performance Evaluations: Conduct monthly and quarterly performance reviews in partnership with the CS Manager, providing input on KPI metrics, behavioral alignment, and readiness for incentives or performance management.
- KPI Management: Monitor individual and team metrics—including Quality Assurance (QA), Service Level Agreements (SLA), Customer Satisfaction (CSAT), and schedule reliability—to ensure targets are consistently met.
- Queue & Ticket Monitoring: Oversee daily execution, including live queue monitoring, ticket assignment, case follow-ups, and ensuring zero cases are left unattended.
- Workforce & Timekeeping Management: Manage team timekeeping by tracking log-ins/log-outs, breaks, and schedule adherence. Coordinate attendance issues and partner with the CS Manager on workforce management (WFM) staffing plans, schedule adjustments, and peak-hour/weekend coverage.
- Escalation Handling: Act as the first point of contact for complex or sensitive customer cases, coordinating with product, engineering, logistics, and other internal departments until a resolution is reached.
- Policy Compliance: Ensure the team strictly adheres to standard operating procedures (SOPs), warranty policies, return guidelines, and platform-specific communication standards.
- Reporting & Insights: Consolidate and deliver weekly and monthly team performance reports, highlighting operational wins, risks, and actionable recommendations for process or staffing improvements.
- Brand Protection: Review and reinforce correct review-request practices and monitor service-related negative public reviews to protect brand reputation and customer satisfaction.
- Internal Support: Act as the primary resource for agent questions regarding policy, edge cases, tools, and schedules, aligning decisions with the CS Manager and Operations when needed.
Qualifications
- Education: Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
- Experience: * At least 3–5 years of experience in customer service.
- Minimum of 3 years of experience in a supervisory or Team Lead role.
- Proven experience handling multi-channel customer support (email, chat, phone, and e-commerce marketplaces like Amazon).
- Technical Skills: * Strong knowledge of customer service KPIs (QA, SLA, CSAT, and productivity metrics).
- Proficiency in CRM systems, ticketing software, and performance reporting tools.
Core Competencies:
- Excellent leadership, coaching, and performance management abilities.
- Strong verbal and written communication skills with advanced problem-solving capabilities.
- Proven ability to manage escalations and collaborate effectively with cross-functional teams.
- Highly organized with the agility to manage multiple priorities in a fast-paced environment.
Job Details
- Work Setup: On-site
- Work Schedule: 10:00 PM to 7:00 AM (Night Shift) | Monday to Friday
- Reports to: CS Manager
- Location: Pasay City, Philippines
