Customer Care Lead Role
Support Services Group, Philippines

• The Team Leader is responsible for supervising his/her team of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures correcting errors or problems. He/she will provide his/her team with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. If one of his/her team members could not remedy an issue, the Team Leader shall take over the resolution of customer complaints and/or answer customers' questions regarding policies and procedures.
• The Team Leader also evaluates employees' job performance and conformance to regulations and recommends appropriate personnel action. He/She discusses job performance problems with employees to identify causes and issues and to work on resolving problems.
• The Team Leader does research, compiles, and prepares reports, manuals, correspondence, or other information required by management or governmental agencies. He/She makes recommendations to management concerning such issues as staffing decisions or procedural changes. He/She will also consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedule.
• Job Requirements / Qualifications
  • Must be fluent in English (C1-C2 Level), both verbal and written
  • Candidates must be residing here in the Philippines
• • Good to excellent .English communication skills (C1-C2 Proficiency Level)
  • Experience working as a Team Leader in a BPO setting is preferred
  • Proficient with the use of computers and smartphones as well as MS Office, Google Workspace, communications applications, and relevant CSS Software
  • Amenable to be assigned either on Work-from-Home or Work-On-Site setup
  • Candidates should at least be in College Level
  Job Responsibilities:
  • Manage, direct, administer, and controls the day-to-day activities of the team.
  • Motivate the team to achieve organizational goals.
  • Set clear team goals, and develop and implement a timeline to achieve targets.
  • Delegate tasks to team members.
  • Discover training needs and conduct training of team members to maximize their potential.
  • Empower team members with skills to improve their confidence, product knowledge, and communication skills.
  • Conduct performance reviews.
  • Ensure compliance with an established company and regulatory guidelines and procedures to provide high-quality service and outstanding customer care.
  • Review analysis of performance, including financial and productivity data for the area and makes the appropriate changes in strategies, goals, and objectives responding to current status and conditions.
  • Create and maintain an inspiring team environment with an open communication culture.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Suggest and organize team-building activities.
  • Give recognition to high-performing team members and give rewards to team members' achievements.

Job Rewards and Benefits