Customer Service Team Lead

Customer Service Team Lead

Manila City Teams – Philippines / Full-time / On-site

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter.

What You'll Do:

• Conduct regular coaching sessions with agents to identify performance gaps, address pain points, and drive immediate improvement
• Facilitate weekly team meetings: lead weekly sessions to communicate product or process updates, review team performance, and align on action plans and priorities
• Monthly performance review: conduct end-of-month performance reviews for each team member to evaluate results, provide feedback, and implement necessary actions for improvement.
• Real-time performance monitoring: ensure agents adhere to their assigned schedules and follow proper notification protocols for breaks, queue or skillset changes, and attendance. Monitor and manage all key performance metrics daily (e.g., service level, abandon rate, answer rate) to ensure targets are consistently met
• Oversee L2 escalation, and critical case management.
• QA calibration (L1/L2)
• Schedule shell management and communication within the team.
• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency.
• Foster a positive and productive team environment.
• Other duties as assigned by management.

What We Seek:

• A symbol of unquestionable integrity and work ethics
• Someone who can groom future leaders.
• Someone flexible with the department's shift rotation pattern

What You'll Need:

• Preferably 2-3 years of BPO leadership experience handling a team
• Previous leadership or supervisory experience preferred
• Has passion for performance/excellence and ability to go with the fast paced environment
• Strong organizational skills to give the team direction
• Ability to analyze data and generate reports
• Has experience in handling voice and chat channels
• Well developed communication skills; ability to communicate to all levels
• Willing to work in the Paranaque Integrated Terminal Exchange (PITX)

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.