Team Leader

14 hours ago

Metro Manila Philippines Development and Growth Full time

Job Position: Team Leader (Inbound and Outbound Sales)Work Setup: Onsite – transitioning to Work from Home in AugustLocation: Mandaluyong CityCompany Setup: BPO supporting Australian clientsShift Schedule: Day shiftSalary: ₱25,000 – ₱30,000 monthly Job Summary We are looking for a motivated and experienced Team Leader to manage and support our team. This leadership role is critical in driving performance, developing sales strategies, and ensuring the delivery of exceptional service to business clients. The ideal candidate is a hands-on leader with a strong track record in leading a team of back office, CSR staff and, team management. At the heart of our team culture are our core values – Passionate, Dependable, and Adaptable . We seek a leader who demonstrates these values in every interaction, inspiring others and leading by example. Responsibilities Lead, coach, and motivate a team of Customer Service Representatives and back-office staff to achieve individual and team performance targets. Oversee daily operations to ensure timely and high-quality customer support across all communication channels (phone, email, chat, etc.). Monitor and evaluate team performance through KPIs, quality audits, and feedback sessions. Conduct regular team meetings, one-on-ones, and coaching sessions to develop skills and address performance gaps. Handle escalated customer concerns and provide effective resolution in a professional and empathetic manner. Collaborate with other departments (Sales, Special Project Team, Training, etc.) to streamline processes and improve customer experience. Prepare and submit daily, weekly, and monthly reports on team performance, productivity, and service levels. Assist in onboarding and training new team members to ensure consistent service quality. Maintain up-to-date knowledge of company products, services, and policies to support both customers and the team effectively. Foster a positive, supportive, and customer-focused team culture that aligns with company values. Requirements Minimum of 3 years’ Team Leader experience in a BPO set up. Strong leadership skills with a track record of developing and mentoring high-performing teams. Excellent communication, negotiation, and presentation skills in a B2B setting. Strong analytical skills and ability to make data-driven decisions. Experience with CRM platforms and reporting tools (e.g., HubSpot, Salesforce, etc.). Completion of leadership training programs with certification is a PLUS. Ability to thrive in a fast-paced, performance-driven environment. What We Offer A supportive and collaborative work environment rooted in our values of being Passionate, Dependable, and Adaptable Opportunities for professional growth and development Competitive salary and benefits package Flexibility and work-life balance through our WFH setup Annual salary increase based on performance Application Questions Do you have customer service experience? What's your expected monthly basic salary? Which of the following types of qualifications do you have? Do you have lead generation experience? How would you rate your English language skills? How much notice are you required to give your current employer? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage. #J-18808-Ljbffr

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