Ripped Box Station
Open Country:Philippines
Language Requirements:English
Health Insurance
Paid Holidays, Government Mandated Leave
Position: Team Lead – Customer Service (BPO)
Number of hours: 40 Hrs/week
Schedule: TBD
● Supervise, mentor, and coach a team of customer service representatives to meet and exceed performance metrics.
● Monitor and analyze team performance using KPIs such as CSAT, AHT, FCR, and SLA adherence.
● Conduct regular coaching, performance reviews, and team meetings to drive engagement and improvement.
● Handle escalations and resolve complex customer issues with professionalism and efficiency.
● Ensure compliance with company policies, industry regulations, and client requirements.
● Develop training materials and facilitate training sessions to improve agent capabilities.
● Collaborate with QA, Training, and Operations teams to enhance service quality.
● Generate reports on team performance and provide insights for process improvement.
● Foster a positive work culture, promoting teamwork and professional development.
● Perform quality assurance for some of the agents as needed.
● Conduct phone/email time for 3 hours a week (12 hours a month).
● Minimum 2-3 years of experience in a customer service leadership role within a BPO setting.
● Must have experience handling a large team working remotely.
● Strong knowledge of customer service principles, call center operations, and performance metrics.
● Experience in solar energy is preferred.
● Residency in Bulacan, Philippines is a plus.
● Excellent communication, interpersonal, and problem-solving skills.
● Proven ability to lead and develop teams in a results-driven environment.
● Proficiency in CRM software, call center tools, and reporting systems.
● Ability to work flexible shifts, including evenings, weekends, and holidays as needed.
● Bachelor's degree in Business, Communications, or a related field is a plus.
Preferred Skills:
● Experience handling international customer support teams.
● Familiarity with omnichannel support (phone, chat, email, social media).
● Ability to adapt to fast-changing environments and manage multiple priorities effectively.
Jean Samot
Recruitment SpecialistRipped Box Station
Reply 2 Times Today
Posted on 09 June 2025
Team Leader
Careers at SMA
₱35-40K[Monthly]
Remote3-5 Yrs ExpDiplomaFull-time
Camille SalvadorHR Manager
Customer Service Representative
CreaThink Solutions Inc
₱15-20K[Monthly]
Remote<1 Yr ExpBachelorFull-time
Erika GuillenHR Officer
CSR Thai Speaker
First Power Solar Inc.
₱40-65K[Monthly]
RemoteNo Exp RequiredHigh/Senior High SchoolFull-time
Flora bracamHR Officer
Appointment Setters
TMG Entertainment Inc
₱30-35K[Monthly]
Remote1-3 Yrs ExpHigh/Senior High SchoolContract
TMG EntertainmentHR Director
Outbound Sales Representative
Nooro
₱40-45K[Monthly]
Remote1-3 Yrs ExpDiplomaFull-time
Shayne ToloresSenior Recruitment Specialist
If the position requires you to work overseas, please be vigilant and beware of fraud.
If you encounter an employer who has the following actions during your job search, please report it immediately