Customer Service Team Lead

Lalamove
Philippines
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Organizational skills","Data analysis","Coaching","Team leadership"]

Lead a customer service team by coaching agents, running weekly team meetings, and conducting end-of-month performance reviews. Monitor daily KPIs like Service Level, Abandon Rate, and Answer Rate, ensuring schedules, attendance, and notification protocols are followed. Support quality through QA calibration and help improve internal processes for best practices and efficiency while fostering a positive team environment.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Lalamove
Lalamove
1 month ago

Customer Service Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a customer service team by coaching agents, running weekly team meetings, and conducting end-of-month performance reviews. Monitor daily KPIs like Service Level, Abandon Rate, and Answer Rate, ensuring schedules, attendance, and notification protocols are followed. Support quality through QA calibration and help improve internal processes for best practices and efficiency while fostering a positive team environment.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive improvement
  • •Facilitate weekly team meetings to communicate updates, review performance, and align on action plans
  • •Conduct end-of-month performance reviews for each team member and implement necessary improvement actions
  • •Monitor agent adherence to schedules and notification protocols for breaks, queue/skillset changes, and attendance
  • •Monitor daily performance metrics (e.g., Service Level, Abandon Rate, Answer Rate), run QA calibration, and support process improvements

Key Requirements

  • •Preferably 2-3 years of BPO leadership experience handling a team
  • •Previous leadership or supervisory experience preferred
  • •Experience handling voice and chat channels
  • •Well-developed communication skills; ability to communicate to all levels
  • •Willing to work full onsite in Paranaque Integrated Terminal Exchange (PITX)
Experience:BPO
Skills:CommunicationOrganizational skillsData analysisCoachingTeam leadership

Company Brief

Lalamove
On-demand logistics platform providing same-day delivery, courier, and freight services for individuals and businesses across urban centers, connecting drivers with customers via a mobile and web app.
Industry: Last Mile Delivery
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Hong Kong, Hong Kong
Founded: 2013
WebsiteLinkedIn