Senior Team Lead - Onsite Lipa

We’re looking for an enthusiastic Senior Team Leader who is passionate about empowering a team of experts to deliver exceptional service and exceed customer expectations. This is an opportunity to make a meaningful impact by fostering team growth, enhancing performance, and ensuring every customer interaction reflects our commitment to excellence.

Key Responsibilities:

1. Team Leadership and Management:

• Lead, manage, coach, and motivate a team of experts to achieve individual and team performance goals.
• Foster a positive and collaborative team environment that encourages professional growth and high morale.
• Facilitate ongoing professional development and career advancement opportunities.

2. Customer Experience:

• Advocate for customer needs to enhance the customer experience.
• Resolve complex or escalated complaints to ensure satisfaction and retention.

3. Innovation and Process Improvement:

• Lead initiatives to enhance customer experience, reduce costs, and improve service delivery.
• Utilize customer feedback and data analytics to drive continuous improvement.

4. Operational Oversight:

• Monitor and analyze key performance indicators (KPIs) to ensure team objectives are met, including customer satisfaction, response times, and sales targets.
• Develop and implement strategies to improve team performance, efficiency, and customer service quality.
• Manage inbound and outbound call workflows to ensure timely resolution of customer inquiries and demands.

5. Performance Monitoring and Reporting:

• Track and analyze KPIs to ensure team objectives are met.
• Present detailed performance reports to senior management, identifying trends, areas for improvement, and key actions for improvement.
• Identify and manage variations in performance, implementing corrective actions to ensure consistency and alignment with set objectives and KPIs.

6. Quality Assurance:

• Maintain high customer service standards through regular quality assessments and process improvements.
• Ensure compliance with regulatory requirements and company policies.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field preferred.
• 5 years of experience in customer service and sales, with at least 2 years in a supervisory or team lead role.
• Proven track record of achieving sales targets and driving customer satisfaction.
• Strong leadership and team management skills, with the ability to inspire and develop team members.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proficiency in CRM software and other relevant technologies.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Must possess a valid driver's license.