Team Leader | Utilities

2 days ago

Taguig, Metro Manila, Philippines Recruitify_HR Full-time ₱660,114 - ₱790,686 Contract

BPO Team Leader (Voice & Chat) | Utilities / Telecom / BFSI | Up to ₱65K | BGC

Company: Tata Consultancy Services

Location: Taguig City – BGC

Work Setup: Full On-site

Shift: Day Shift / Night Shift (24/7 Operations)

Headcount: 10

Interview Process: Virtual

Job Summary

We are looking for an experienced Contact Center Team Leader to lead and manage a team of customer service associates handling voice and chat support. The ideal candidate will be responsible for driving team performance, ensuring excellent customer experience, and achieving key contact center KPIs.

Key Responsibilities

  • Lead, supervise, and motivate a team of customer service associates handling voice and chat interactions.
  • Monitor team performance and ensure achievement of contact center KPIs such as AHT, CSAT, QA, SLA, and productivity.
  • Conduct regular coaching, feedback sessions, and performance reviews.
  • Handle customer escalations and ensure timely resolution of complex concerns.
  • Analyze reports and performance data to identify performance improvement opportunities.

Required Qualifications

  • Bachelor’s degree or equivalent work experience.
  • At least 2 years of contact center experience.
  • At least 2 years of experience as a Team Leader or Supervisor in a BPO setting.
  • Experience handling voice and chat customer service teams.

Preferred Industry Experience

Candidates with experience supporting the following domains are preferred:

  • Utilities
  • Telecom
  • Insurance

Key Skills

  • Strong knowledge of contact center metrics and performance management.
  • Excellent leadership and people management skills.
  • Strong coaching and performance management abilities.
  • Customer-focused mindset.
  • Effective problem-solving and decision-making skills.
  • Ability to handle customer escalations professionally.
  • Strong analytical and reporting skills.
  • Ability to work in a 24/7 operational environment.

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

Working Location

3rd floor upper mckinley, One World Square. G2PX+27H, Upper McKinley Hl, Taguig, 1634 Metro Manila, Philippines