Team Lead w/ Telco

3 weeks ago

Manila, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time
Team Lead w/ Telco & Chat Experience (WFH/Morning)

The Team Leader is responsible for overseeing a team of customer service and technical support agents, ensuring the team meets performance targets, and delivering an excellent customer experience within the organization.

This role is pivotal in driving team engagement, operational excellence, and continuous improvement to meet the service level agreements (SLAs) and key performance indicators (KPIs) set by the client.

Responsibilities:
  1. Customer Service Contact: Provide exceptional service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution.
  2. Team Performance Management: Achieve and maintain target KPIs such as customer satisfaction (CSAT), first call resolution (FCR), average handle time (AHT), adherence to SLAs and other metrics set by the client.
  3. Customer Experience Excellence: Ensure all customer interactions are handled professionally, with a focus on resolving issues efficiently and improving overall customer satisfaction.
  4. Leadership and Coaching: Develop team members through regular coaching sessions, performance reviews, and personalized development plans to drive individual growth and team success.
  5. Operational Compliance: Ensure that all agents comply with company and client policies, regulatory requirements, and telco-specific procedures to maintain the highest operational standards.
  6. Client Relationship Management: Serve as the primary point of contact for the client, providing performance updates, handling escalations, and ensuring client expectations are met consistently.
  7. Lead, motivate, and support a team of customer service/technical support agents to meet individual and team goals.
  8. Conduct team briefings to ensure clarity on targets, updates, and priorities.
  9. Manage team rosters, ensuring optimal staffing levels during peak periods and smooth shift transitions.
  10. Performance Monitoring & Reporting:
  11. Monitor real-time and historical performance metrics, providing feedback and guidance to agents to address gaps.
  12. Prepare and submit daily, weekly, and monthly reports on team performance, identifying trends and areas for improvement.
  13. Collaborate with the workforce management and other relevant teams to optimize team schedules and coverage.
  14. Coaching & Development:
  15. Conduct regular one-on-one coachings/meetings with team members to discuss performance, offer feedback, and create actionable improvement plans.
  16. Deliver ongoing training sessions in collaboration with the training department to upskill the team in customer handling and technical proficiency.
  17. Foster a supportive and engaging work environment where team members can excel and grow.
  18. Customer Issue Resolution:
  19. Act as the escalation point for complex or unresolved concerns coming from the customers directly and Consumer Regulators organizations (e.g., TDR, TIO, IMDA, CASE, SMC etc.), ensuring timely and satisfactory resolutions.
  20. Collaborate with other departments such as Quality Assurance, Product Support, and IT to resolve critical customer concerns or technical challenges.
  21. Client Engagement:
  22. Participate in client meetings to discuss team performance, improvements, and address any client concerns or requests.
  23. Ensure that team objectives align with client expectations and deliverables, contributing to overall account success.
  24. Identify opportunities for process improvements, driving efficiency and effectiveness within the team.
  25. Collaborate with internal stakeholders to implement solutions that enhance service delivery and operational workflows.
  26. Stay updated on telco industry trends and changes to better support the team and customer base.
  27. Compliance & Quality Assurance:
  28. Ensure that all processes and procedures are in line with telecom industry standards, client expectations, and regulatory requirements.
  29. Work closely with the quality assurance team to ensure consistency in service delivery and adherence to telco-specific protocols.
  30. Recruitment and Onboarding:
  31. Collaborate with HR to identify talent needs within the team and participate in the recruitment process by conducting interviews and assessments.
  32. Assist in the onboarding process of new team members, ensuring they receive the necessary training and guidance to become productive team members.
  33. Monitor team attrition and work with HR to implement strategies for retention and engagement.
Skills Required:
  1. Minimum of 2-3 years of experience in a supervisory or team leader role, preferably in a telecommunications or customer service environment.
  2. Strong knowledge of telecommunications products and services (e.g., mobile, broadband, VOIP).
  3. Proven track record of managing teams to meet KPIs and SLAs.
  4. Proficient in using CRM systems, workforce management tools, and other contact center technologies.
Core Competencies:
  1. Strong analytical and problem-solving skills to address customer and operational concerns effectively.
  2. Ability to lead by example and foster a collaborative and high-performance team culture.
  3. Experience in performance management, coaching, and mentoring.
  4. Ability to drive process improvements and contribute to operational efficiencies.
  5. Adaptive to change and able to handle dynamic work environments.
  6. Possesses a positive mindset, with the ability to motivate and coach teammates to achieve site and KPI goals.
  7. Strong communication skills, with the ability to engage with and deliver messages to higher-level stakeholders.
  8. Detail-oriented and highly organized.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Training

Industries

Telecommunications

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