Customer Service Team Leader

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ZigZag Offshoring

WebsiteLinkedInAll Job Openings

501 - 1000 employees

👥 HR Tech

🎯 Recruiter

🏢 Enterprise

HR Tech • Recruitment • Enterprise

ZigZag Offshoring is a company that provides offshoring services to businesses, facilitating the hiring and management of staff across different roles and industries. It is based in Manila, Philippines, and emphasizes data privacy and consent in its recruitment processes. ZigZag Offshoring offers a variety of job opportunities, including positions for developers, customer service representatives, HR admins, and more, often with flexible or remote working options. The company collects and processes personal data as part of the recruitment process, adhering to applicable data privacy laws and regulations.

📋 Description

• Manage daily operations and workflow for the assigned team • Monitor adherence to SLAs, quality standards, KPIs, and PCI Compliance • Ensure timely reporting of absences and lateness • Check agent readiness for call queues, chats, and emails • Monitor invoices, monitoring sheets, orders, lateness updates, email allocation, and rebooking deadlines • Monitor team inboxes hourly and ensure emails are actioned within two hours • Encourage effective handling of incoming calls and chats • Listen to calls exceeding 10 minutes to ensure quality or provide support and escalation • Enforce PCI Compliance requirements, including floor restrictions • Provide coaching, feedback, training, and performance documentation • Review agents’ emails for errors, grammar, punctuation, improvements, and product knowledge gaps • Communicate quality concerns to the QA team • Handle escalated issues, high-priority customer requests, and customer education calls • Ensure workload coverage during absences and busy periods • Manage issues, email distribution, and incoming call, chat, and email workflows • Complete absence tracking and email filing • Identify training needs, cross-train team members, and document training in Google Drive • Maintain knowledge of policies, procedures, tools, and relevant account resources • Model strong customer service and professionalism • Ensure agents accurately record activities and customer interactions in the CRM • Manage attendance and conduct return-to-work interviews • Work with People & Culture on support and progressive discipline • Conduct probation performance evaluations and recommend confirmation or termination • Promote a respectful and inclusive workplace and address discrimination, harassment, bullying, and victimization • Maintain extensive product knowledge and processes for the Interparcel account

🎯 Requirements

• 12–18 months of call centre experience • Intermediate knowledge of CRM and MS Office, or willingness to learn • Leadership and people management skills • Strong interpersonal and communication skills • Conflict resolution and problem-solving abilities • Coaching and mentoring capabilities • Familiarity with call center operations and processes • Workflow planning and organization skills • Time management, prioritization, attention to detail, and multitasking abilities • Knowledge of performance evaluation techniques, KPIs, and quality standards • Excellent communication and active listening skills • Empathy and problem-solving capabilities • Commitment to exceptional customer service • Proficiency in record-keeping and documentation • Familiarity with CRM, spreadsheets, and relevant software tools • Ability to identify training needs and knowledge gaps • Strong presentation and facilitation skills • Critical thinking, analytical, and decision-making abilities • Ability to work collaboratively with cross-functional teams • Adaptability and flexibility • Strong verbal and written communication skills • Ability to build rapport, demonstrate empathy, respect, and emotional intelligence • Effective negotiation and conflict resolution skills • Ability to provide constructive feedback and coach team members • Ability to deliver clear presentations and use visual aids and storytelling techniques • Ability to adjust communication style to the audience, situation, and individual needs • Open and approachable demeanor

🏖️ Benefits

• Full-time employment • Remote work arrangement • Diverse, inclusive, and equitable workplace • Respectful and inclusive work environment • Continuous learning and development opportunities