Customer Service Team Leader – Immediate Availability

Description

Job Summary: Supervises and leads a customer service team in a contact center, managing daily operations, complex cases, and ensuring service quality. Key Highlights: 1. Team leadership in contact centers 2. Communication management and resolution of complex cases 3. Coordination with internal departments for support ***Responsibilities:*** \- Supervise the team’s daily operations, ensuring shift compliance, agent availability, and service-level targets. \- Monitor customer interactions across all communication channels, guaranteeing appropriate response times and service quality. \- Assign and distribute cases among agents, verifying accurate logging and follow-up for each interaction. \- Handle and manage escalated or complex cases, including payment issues, disbursements, collections, and critical complaints. \- Coordinate with internal departments—such as Finance and Collections—for timely resolution of cases requiring additional support. \- Periodically review the team’s response quality to ensure accuracy, timeliness, and adherence to standards. \- Manage closure of cases with no customer response, validating compliance with established criteria. \- Schedule shifts, monitor attendance, and uphold team discipline. \- Train, mentor, and provide coaching to agents to improve performance. \- Foster a positive work environment and maintain team motivation. \- Prepare and present daily operational reports, including team KPIs and details of critical cases. ***Requirements:*** \- University graduate, undergraduate, or degree holder in Business Administration, Marketing, Communications, or related fields—preferred but not mandatory. \- Minimum 2 years of experience in customer service BPO or similar roles. \- Minimum 1 year of experience leading teams in contact centers. \- Prior experience in financial institutions or similar organizations—mandatory. \- Experience in preventive or early-stage collections management—preferred. \- Familiarity with contact center KPIs and ability to manage them effectively. \- Proficiency in CRM tools and case/ticket management systems. \- Intermediate-level Excel skills. \- Leadership, people management, and conflict resolution skills. \- Excellent communication skills, customer orientation, and service mindset. \- Attention to detail, goal-oriented mindset, and ability to work under pressure. \- Ability to manage multiple priorities, make decisions, and solve problems. ***We Offer:*** ***\- Competitive compensation: Fixed salary of S/ 2,000 \+ performance bonus*** ***of up to S/ 1,400 (total of up to S/ 3,400 monthly), subject to achievement of management indicators (team productivity, quality, reporting, and discipline).*** \- Formal employment registration from day one under the REMYPE labor regime. Dynamic and collaborative work environment. Salary: S/.2,000\.00 per month Work Location: On-site employment