Team Leader – Customer Service

Are you looking for rewarding team leader jobs in Cebu? Are you interested in joining a global CX company hiring in Cebu? Fusion CX is seeking a dedicated Customer Service Team Leader for our Cebu location. In this TL role in Fusion CX Cebu, you will be tasked with guiding and motivating a team of Customer Service Representatives. The ideal candidate will play a pivotal role in achieving organizational goals while ensuring high job satisfaction within the team.

Job Description

• Oversee customer service staff activities, ensuring adherence to performance standards and company policies.
• Monitor and evaluate calls, providing feedback and coaching to improve service quality.
• Drive team performance to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Train staff on customer service excellence and organizational policies.
• Analyze performance data to inform management decisions and goal setting.
• Facilitate communication between team members, management, and clients to enhance customer satisfaction and team effectiveness.

Job Requirements

• A bachelor’s or college degree in any field, as well as a management background, is a plus.
• At least two years of supervisory experience in customer service or sales.
• Proficient in using technology, including computers and Avaya, with strong Excel, PowerPoint, and Outlook skills.
• Excellent communication skills in English and effective people management capabilities.
• Ability to manage stress and resolve conflicts in a fast-paced environment.
• Experience in background checks, pre-employment screening, or human resources is beneficial.
• Must be willing to work onsite in Cebu.

Why Join Fusion CX

Fusion CX Philippines is conducting a Cebu hiring initiative for a team leader position. If you are searching for TL jobs in Cebu that will help propel your career in the customer service industry, here is an opportunity awaits. As a Team Leader at Fusion CX, you will have the opportunity to contribute to a culture of excellence in customer service. We offer diverse customer service team leader jobs in Cebu in a dynamic work environment where your leadership will directly impact our client’s success and our team’s growth. Join us to advance your career in a role where you can make a difference, supported by a company committed to your professional development and success.