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Matt Wallaert
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Contact Center Team Lead

Capgemini

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