Lalamove

1 day 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: 2 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

Website LinkedIn

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Lalamove

1 day 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: 2 hours agoStatus: Live

Job Summary

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

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

Website LinkedIn