Team Leader

Work Set Up: Remote - Philippines Type of Contract: Full time Schedule: Monday – Friday: 8am - 11pm EST, Saturday – Sunday: 8am - 7pm EST Equipment: Bring-Your-Own Device (BYOD) Start Date: November 24, 2025 Job Summary: The Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency. What does a day in the life of a Team Leader look like? Provide effective leadership and supervision to a team of representatives Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment Address employee concerns, conflicts, and performance issues in a timely and effective manner Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs) Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction Stay updated with industry best practices and trends to drive process improvements and innovation within the team Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles Collaborate with other team leads and managers to share best practices and implement consistent processes Serve as a point of contact for escalations and handle customer inquiries or complaints as needed Contribute to team meetings and participate in organizational initiatives to drive positive change and growth Provide reports on team performance as required Regularly communicate with clients as needed Adhere to company policies and procedures Meet or exceed performance targets for related KPIs Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times Perform other duties as assigned What are the required qualifications of a Team Leader? 3 years experience in a role equivalent to the representatives the role will support Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment Previous client-facing experience preferred Strong communication skills, both verbal and written Strong knowledge and understanding of customer service and technical support principles and practices Strong problem-solving and decision-making skills Proficiency in using customer service software and tools such as CRM Experience in developing and maintaining Knowledge Base articles and Standard Operating Procedures Background or exposure in a retail environment Proficiency in generating reports and performing data analysis Experience with Database Management Systems (DBMS) is a nice-to-have Ninja Perks and Benefits Remote Competitive compensation Beautiful facility & Free Meals for onsite positions Adherence to government-mandated benefits Retirement Savings Program with Company Matching Life Insurance HMO on day 1 Paid time off, birthday leave Opportunities for skills training and personal and professional development Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready? Fast-track your application for theTeam Leaderrole and dive straight into your next big opportunity, Access your Instant Interview here: Visit our Facebook page to find out more: #J-18808-Ljbffr