Job description
Beehive BPO is seeking a dynamic, results-driven Customer Support Team Leader (Onsite) to join our growing team in San Pedro City, Laguna. In this pivotal role, you will not only oversee the daily operations of our first-line support team but also drive a culture of growth, accountability, and customer-centric excellence. As a key point of leadership, you will ensure the delivery of outstanding service, empower team members to perform at their best, and foster continuous improvement within our fast-paced call centre environment.
If you are passionate about leading a customer support team, thrive in collaborative environments, and are committed to delivering top-tier service experiences, then we encourage you to apply and become a part of Beehive BPO's forward-thinking culture.
Responsibility
- Supervise and mentor a team of customer support representatives, ensuring high standards of service and productivity.
- Monitor and manage daily operations, including workforce scheduling, call volume, and team performance against KPIs.
- Provide coaching, feedback, and training sessions to motivate team members and improve skills.
- Handle escalation of complex customer inquiries, ensuring swift and satisfactory resolution.
- Maintain accurate reports on team metrics, customer feedback, and service quality for management.
- Collaborate with cross-functional departments to enhance customer satisfaction and process efficiency.
- Identify opportunities for process and service improvements, implementing best practices as needed.
- Foster a positive, engaging, and inclusive working environment that supports personal and team growth.
Qualification
- Bachelor’s degree in any field or relevant work experience in customer service/call centre operations.
- Minimum 2 years experience in a supervisory or team lead role, preferably within BPO or call centre settings.
- Excellent leadership, coaching, and interpersonal communication skills.
- Proven ability to handle challenging situations and resolve conflicts effectively.
- Strong analytical, time-management, and organizational abilities.
- Experience working with CRM systems, call centre software, or related tools.
- Strong understanding of customer care principles and KPI management.
- Willingness to work onsite in San Pedro City, Laguna on a flexible schedule as required.