Customer Service Team Lead

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. Delivery is what we do best and we ensure it is always fast and simple.

About the role: We are looking for a Customer Service Team Lead to oversee and support a team of customer service representatives in delivering excellent customer experience. This role is responsible for driving team performance, ensuring service quality, and acting as the bridge between frontline staff and management. The ideal candidate is a people leader who is hands-on, data-driven, and passionate about coaching and operational excellence.

What Youll Do:

• 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
• 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.
• Oversee L2 Escalation, and critical Case Management.
• QA Calibration for both L1 and L2 agents
• Schedule management and communication within the team.
• Identify opportunities to enhance internal processes which promote best practices and lead to overall performance improvement and organizational efficiency.
• Foster a positive and productive team environment.

What We Seek:

• A symbol of unquestionable integrity and work ethics.
• Someone who can develop future leaders.
• Someone flexible with the departments shift rotation pattern.

What Youll 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 work within a fast-paced environment
• Strong organizational skills directing a team
• 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)