On-site opportunity at
LalamoveCustomer Service Team Lead
This full-time, on-site Customer Service Team Lead role manages a customer service team at the PITX site in Parañaque. The leader coaches agents, runs weekly team…
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About This Role
This full-time, on-site Customer Service Team Lead role manages a customer service team at the PITX site in Parañaque. The leader coaches agents, runs weekly team meetings, carries out monthly performance reviews and monitors key service metrics such as service level, abandon rate and answer rate every day. The job suits an organised leader with integrity who can develop future leaders, analyse data and work the department's shift rotation.
Job Description
This full-time, on-site Customer Service Team Lead role manages a customer service team at the PITX site in Parañaque. The leader coaches agents, runs weekly team meetings, carries out monthly performance reviews and monitors key service metrics such as service level, abandon rate and answer rate every day.
The job suits an organised leader with integrity who can develop future leaders, analyse data and work the department's shift rotation.
Responsibilities
- Coach agents to address performance gaps and improve results
- Lead weekly team meetings and monthly performance reviews
- Monitor daily service metrics and agent adherence to schedules and breaks
- Manage QA calibration scheduling and team communication
Requirements
- Preferably two to three years of BPO leadership experience handling a team
- Experience handling voice and chat channels
- Strong communication skills to reach all levels
- Willing to work fully onsite at PITX in Parañaque
Qualifications
- Previous leadership or supervisory experience is preferred
- Ability to analyse data and generate reports
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role?
The listing is in Manila, and the posting requires full onsite work at the PITX site in Parañaque.
What experience is preferred?
The posting prefers two to three years of BPO leadership experience and experience with voice and chat channels.
What metrics does the role track?
The role monitors metrics such as Service Level, Abandon Rate and Answer Rate every day.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.