Strategic Management Services
Requirements
About the role As a Team Leader, you will play a vital role in managing and directing a team of customer service representatives, ensuring top-notch service and quality outcomes for our clients. This full-time position is located in Pasig City, Metro Manila, where you will lead, mentor, and inspire your team to provide outstanding customer experiences.
What you'll be doing
Supervise and manage a team of customer service representatives, offering guidance, support, and performance feedback
Create and execute strategies to enhance team productivity, efficiency, and customer satisfaction
Promote a positive and cooperative work atmosphere, fostering teamwork and open communication
Track and evaluate team performance metrics, pinpointing areas for improvement and implementing corrective measures
Offer hands-on support and training to team members, aiding in their skill and knowledge development
Work with other departments to ensure smooth cross-functional coordination and problem-solving
Participate in the continuous enhancement of customer service processes and procedures
What we're looking for
At least 2 years of experience in a supervisory or team leader role within a customer service or call center setting
Strong communication, interpersonal, and coaching abilities to effectively lead and motivate a team
Excellent problem-solving and decision-making skills, with a focus on delivering superior customer experiences
Proficiency in data analysis and performance management, with the ability to identify and address performance gaps
Knowledge of customer service best practices, call center operations, and quality assurance procedures
Adaptable and flexible, capable of thriving in a fast-paced, dynamic work environment
What we offer We are dedicated to providing our employees with a supportive and rewarding work environment. As a Team Leader in Pasig, you can expect:
Competitive compensation and benefits package, including health insurance and a retirement savings plan
Opportunities for professional growth and career advancement
A collaborative and inclusive team environment that values work-life balance
Access to ongoing training and skill-building programs
A dynamic and innovative company culture that celebrates employee achievements