Team Leader (CSR)

Team Leader – Customer Service Representative

Location: SM CDO, Cagayan De Oro City. Work setup: Onsite with shifting schedule.

Responsibilities

• Set goals and monitor team data to ensure targets are met.
• Identify trends in customer calls and determine root causes to reduce call volume.
• Lead the full leadership cycle: hiring, coaching, weekly performance reviews, and preparing team members for promotion.
• Collaborate with Workforce Management to maintain cost‐effective and efficient staffing levels.
• Propose process improvements to increase efficiency and communicate ideas to leadership.

Qualifications

• Non‑negotiables : Experience managing and motivating teams in fast‑paced environments; deep understanding of KPIs and SLAs; proficiency with spreadsheets to turn data into actionable plans; ability to give constructive feedback and conduct tough performance conversations. <...