Customer Service Team Lead

About the role

Lalamove is seeking a dedicated leader to manage our customer service operations and support our growing team of agents. You will be responsible for maintaining high service standards while fostering a productive environment for our staff.

Key facts

What you'll do

• Coach agents regularly to bridge performance gaps and resolve operational issues.
• Host weekly meetings to share process updates and align the team on current goals.
• Perform monthly evaluations for each team member to assess results and set improvement targets.
• Track real-time attendance and schedule adherence for all agents.
• Oversee daily metrics such as Service Level, Abandon Rate, and Answer Rate to ensure targets are achieved.
• Manage QA calibration and handle schedule administration.
• Propose process improvements to increase organizational efficiency.
• Maintain a supportive and high-performing team culture.

Requirements

• 2 to 3 years of leadership experience within a BPO setting.
• Prior experience in a supervisory or leadership role.
• Proficiency in managing both voice and chat support channels.
• Strong ability to analyze data and produce reports.
• Excellent communication skills suitable for interacting with all levels of the organization.
• High ethical standards and professional integrity.
• Availability to work a flexible shift rotation.
• Willingness to work full onsite at the Paranaque Integrated Terminal Exchange.

Skills & tools

• Team leadership and coaching
• Performance metric tracking (Service Level, Abandon Rate, Answer Rate)
• Data analysis and reporting
• Voice and chat channel management
• Process optimization

Practical notes

This position requires full onsite attendance at the Paranaque Integrated Terminal Exchange. Candidates must be comfortable with a rotating shift schedule.