Location: Baguio City – On site
Employment Type: Full Time
A team leader role involves guiding and supporting the team to achieve their goals while ensuring quality standards and productivity targets are met. They provide mentorship, manage day-to-day operations, resolve team issues, and act as a liaison between team members and upper management. The team leader plays a crucial part in maintaining a positive work environment and driving team performance to meet client expectations and organizational objectives.
Responsibilities:
– Manage and supervise a team of call center representatives to ensure a high level of customer service.
– Monitor and evaluate team performance against predefined metrics and take necessary actions to drive results.
– Identify training needs and provide ongoing coaching and development to team members.
– Handle escalated customer issues and complaints in a professional and timely manner.
– Collaborate with cross-functional teams to improve operational processes and enhance customer satisfaction.
– Stay updated with industry trends and best practices to drive continuous improvement.
Qualifications:
– Bachelor’s degree in any relevant field is preferred.
– Proven experience as a Team Leader in a call center or BPO environment.
– Exceptional communication and interpersonal skills.
– Strong problem-solving abilities and the ability to make decisions under pressure.
– Proficient in using call center software and customer relationship management (CRM) systems.
– Ability to multitask and prioritize tasks effectively.
– Flexibility to work in rotational shifts, including weekends and holidays.
Job Type: Full-time
Salary:
Benefits:
- Additional leave
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- On call
- Overtime
Supplemental pay types:
- 13th month salary
- Overtime pay
Education:
- Bachelor’s (Preferred)
Experience:
- a team leader: 2 years (Preferred)
Language:
- English fluently (Preferred)