Company Description

Ascendion is a leading provider of AI-first software engineering services, accelerating innovation for Global 2000 clients through applied AI, software engineering, cloud, data, experience design, and talent transformation capabilities. Headquartered in New Jersey, we operate with a remote and hybrid workforce alongside 40+ global offices in 12 countries across North America, Europe, and APAC. Ascendion is committed to building technology powered by Generative AI, fostering an inclusive workforce, and contributing to service and vibrant culture in our communities.

Role Description

This is a full-time on-site role for a Team Lead (CSR Project) located in Taguig. The Team Lead will oversee daily operations of the customer service team, ensure high levels of customer satisfaction, and maintain excellent customer support. Responsibilities include managing and mentoring team members, developing and implementing customer service strategies, and acting as a key point of communication between customers and the company. The Team Lead will also handle escalations and ensure service excellence in all interactions.

Qualifications

• Can start ASAP
• At least 6 years relevant experience
• Manage day-to-day delivery of BPO services across designated client accounts and process lines.
• Ensure all services are delivered in line with contractual agreements, SLAs, and quality standards.
• Lead, coach, and mentor team members to optimize performance and productivity.
• Coordinate with internal departments (Workforce Management, Quality, Training, and HR) to support smooth operations.
• Track operational metrics such as SLA adherence, AHT, FCR, CSAT, and productivity.
• Address and resolve delivery issues, escalations, and service disruptions in a timely manner.
• Regularly check and review performance, understand evolving needs, and address concerns.
• Contribute to process improvement initiatives using data analysis and root cause identification.
• Prepare and present performance reports and insights to clients and internal leadership.
• Support business continuity planning and execution.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Familiarity with BPO systems such as CRM tools, ticketing platforms, ACD systems, and WFM solutions.
• Knowledge of service management methodologies (ITIL, Six Sigma, etc.) is a plus.
• Bachelor's degree in a related field is required

Please refer to job description.