Job description
CSV Now is actively hiring a Team Leader for International Accounts in Cebu City. This role leads a high-performing BPO team responsible for delivering superior customer service to our international clients. You will coach, motivate, and develop agents; monitor performance against KPIs; and partner with Operations and Client Services to ensure consistent, high-quality service.
As the Team Leader, you will oversee day-to-day operations, drive process improvements, and manage escalations with a focus on client satisfaction and employee development. You will cultivate a culture of accountability, collaboration, and continuous improvement, while ensuring compliance with company policies and data security standards. This is a hands-on leadership position ideal for a dynamic professional who thrives in a fast-paced, global contact center environment.
Join CSV Now and unlock opportunities for advancement in a growing BPO with international clients. Competitive compensation is paired with a supportive team, modern facilities, and ongoing training to help you reach your leadership goals in Cebu.
Responsibility
- Lead and supervise a team handling international accounts, ensuring adherence to service levels and quality standards.
- Coach, mentor, and develop agents through regular feedback, training, and performance reviews.
- Monitor and report on key performance indicators such as CSAT, FCR, AHT, adherence, and quality scores.
- Plan and manage shift schedules, workforce capacity, and workload distribution to optimize productivity.
- Collaborate with operations, client services, and QA to implement process improvements and resolve client escalations.
- Foster a positive team culture, drive employee engagement, and support career development initiatives.
- Ensure compliance with company policies, data privacy, and security procedures.
- Participate in onboarding and ongoing training for new hires to maintain high standards of service.
Qualification
- Bachelor’s degree or equivalent work experience in a related field.
- 2+ years of team leadership or supervisory experience in a BPO or customer service environment, preferably handling international accounts.
- Strong coaching, communication, and interpersonal skills with the ability to motivate diverse teams.
- Proven track record of achieving KPIs and delivering high-quality customer service within SLAs.
- Proficiency with contact center technology and CRM QA tools; data-driven decision making and reporting.
- Willingness to work in shifting schedules and Cebu-based operations; fluency in English required; additional languages a plus.
- Customer-focused mindset with problem-solving abilities and a collaborative approach.