Team Leader | US Account

• Shifting Schedule
• On-site (1 Nito, Cebu)
• US Client

The Team Leader – Customer Service Operations is responsible for leading a team of customer service representatives. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability. The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.

Key Responsibilities:

• Lead, manage, and motivate a team of 10-15 customer service agents.
• Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
• Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
• Enforce policies, SOPs, and compliance standards consistently.
• Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery...