Team Leader – Customer Service

Fusion CX is seeking a dedicated Team Leader for our Cebu location, 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

  • Bachelor’s/College Degree in any field; 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

As a Team Leader at Fusion CX, you’ll have the opportunity to contribute to a culture of excellence in customer service. We offer 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.

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