Team Leader

4 weeks ago

Cebu City, Central Visayas, Philippines Support Services Group Full time
Support Services Group Call Center Team Lead

Support Services Group is seeking a highly energetic and collaborative Team Lead. This role reports to the Operations Manager or as designated by the Director of Operations.

The ideal candidate should have excellent written and verbal communication skills and the ability to liaise effectively with client organizations and multiple stakeholders.

The primary objective of the Call Center Team Leader is to implement policies and procedures that foster an environment of excellence in customer service. This includes leading and managing a team of call center agents, interacting with client organizations and stakeholders, and ensuring the delivery of high-quality call center operations that meet or exceed service level agreements (SLAs) and key performance indicators (KPIs). The role also involves driving operational excellence and building team competencies.

Responsibilities include:

  • Managing a team of associates directly.
  • Implementing daily operations governance to analyze, prioritize, and meet targets.
  • Collaborating on call center reports related to production, productivity, priorities, and forecasting to meet SLAs.
  • Working with leadership and quality teams to establish and maintain a robust quality program, including measurement, analysis, root cause analysis, and corrective actions.
  • Maintaining transparent communication with call center leadership to address issues and prevent service quality problems.
  • Setting SMART goals for team members and providing regular feedback, coaching, and appraisals.
  • Handling personnel matters such as attendance, holidays, PTO, sick days, and shift scheduling to meet customer deliverables.
  • Collaborating with Subject Matter Experts to ensure SOPs are adequate, up-to-date, and approved by clients.

Additional duties include:

  • Assisting with call audits and listening sessions.
  • Assessing call quality based on provided forms.
  • Ensuring accuracy of agent-provided information during calls.
  • Completing quality forms, reports, and analyses timely and accurately.
  • Participating in quality calibration sessions.
  • Providing education, reporting errors, and proposing action plans to mitigate issues.

Qualifications you bring:

  • Excellent communication skills (verbal and written).
  • Background in administration and experience as a call center agent.
  • Proficiency in MS Excel and PowerPoint.
  • Ability to analyze call center data, reports, SLAs, and KPIs.

Company Overview:

Support Services Group is a global omnichannel contact center solutions provider founded in 1998, headquartered in Waco, Texas. We offer tailored solutions across technical support, customer care, e-commerce, retail, and more, with operations in over 10 countries, 20+ locations, and 10,000+ employees. Our mission is to deliver exceptional customer experiences worldwide.

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