Team Leader
On-site · Quezon City, Metro Manila, Philippines
Job Summary
Team Leader will drive the performance of a teammates to meet metrics and goals, coach and engage agents to deliver superior customer experience, and act as liaison between teammates and management. Responsibilities include managing day-to-day planning and operations of a team of agents to meet service level components and sales targets, delivering training and development, conducting performance appraisals, monitoring calls for quality, generating reports on team performance, and coordinating with management on process improvements. Requires experience in customer service/support across phone, email, and live chat, strong communication skills, problem-solving abilities, and the capability to lead and motivate a team in a fast-paced environment. The role also entails HR-related activities (staff development, appraisals, promotions, terminations) and ensuring revenue generation and customer satisfaction through effective call handling and process optimization.
Required Qualifications
- At least 2 years’ experience in similar capacity
- Experience on phone, email and live chat support preferred but not required
- Experience in Customer Service, Sales, Billing, Collections and Technical Support preferred but not required
- Strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Resourceful, able to multitask and has high attention to details
- Self-motivated and able to work independently as well as contribute to cross-functional and global teams
- Flexible and has the ability to quickly adjust to frequent process and information changes
- Can work under pressure
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