Contact Center Team Lead
Capgemini
Philippines
Posted on Jun 26, 2025
Job Description
The Customer Service Team Leader supervises and guides a team of customer service representatives for high-quality service delivery. This role involves monitoring performance, coaching team members, resolving escalated issues, and driving continuous improvement in customer satisfaction and operational efficiency. Mentioned below are key duties:
- Lead, mentor, and support a team of Customer Service team members.
- Conduct regular team meetings and one-on-one performance reviews.
- Set daily, weekly, and monthly targets for the team.
- Track and analyse Customer Service metrics and KPIs.
- Prepare performance reports and present findings to senior management.
- Identify areas for improvement and implement corrective actions.
- Collaborate with BOQ stakeholder to streamline operations.
Skills Required:
- Strong leadership and team management skills
- Familiarity with workforce management and scheduling tools.
- Excellent communication, and problem-solving resolution abilities.
Qualifications
• At least 7 years of experience in Customer Service
• At least 3 years of experience as a Team Lead in a BPO industry
• Amenable to work onsite
• Amenable to Australian Shift
• College Graduate