Company Details

?Customer Service Team Lead

Job ID

: 9453


: Makati, Metro Manila, Philippines


: $Negotiable

Job Views

: 456


: 02-26-2015

Job Description

- Manage a customer service team for New Acquisition and Retention
- Ensure Service Level Agreements (SLAs) and Key Performance Metrics are met
- Coach team members on effective use of process and procedures
- Maintain coaching logs and audits for documentation and reporting
- Deliver key projects and initiatives to improve customer service and experience
- Attend regular meetings and collaborate with other teams

- At least 3 years experience in a team lead or supervisory role in a call center/BPO environment
- Experience in customer acquisition and retention
- Experience in handling subscriptions
- Experience in inbound, outbound, and email
- Experience in sales and meeting sales targets is preferred
- Understanding of workforce management and staffing
- Ability to develop and implement process improvement initiatives
- Knowledgeable in conflict resolution and disciplinary methods
- Willing to work in Makati City
- Willing to work on a shifting schedule and holidays
- For in-house, direct, and permanent employment. No placement fee

- Applicants may send their CV to and indicate rootjobs
Job Category
Customer-Service Sales
Employment Types
Full time
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