Customer Service Team lead (Cebu)

Company Profile: XMC BPO is a Business Process Outsourcing Agency that provides essential services through customer service within reach.

Position: Customer Service Team lead
Location: Cebu City
Salary: Negotiable
Work Schedule: Shifting Schedule
Work Set-up: Work onsite

Benefits Offer:
• Competitive Salary
• Government Mandated Benefits
• Work-Life balance
• HMO
• 13th Month Pay
• Paid leave credits
• Awards and Recognitions
• 2 consecutive days off

Qualifications:
• Experience: 2+ years in a leadership role in (Supervisor/Team Leader), preferably
within a contact center or customer service environment.
• Skills: Strong communication, leadership, and conflict resolution skills; able to
inspire and motivate.
• Technical: Proficiency in MS Office and Data Analysis
• Preferred Qualifications:
• Experience with performance management and team development.

Responsibilities:
• Lead, coach, and motivate a team to consistently meet or exceed service and
quality standards.
• Conduct regular one-on-one and team coaching sessions, providing feedback and
performance reviews.
• Manage day-to-day team operations, including workload balancing, monitoring
KPIs, and handling escalated calls.
• Ensure compliance with company policies and maintain a positive work
environment.
• Identify improvement areas and develop strategies to address performance gaps.

Recruitment Process
• Initial Interview
• Final Interview
• Job Offer