Call Center Agent Team Lead

3 weeks ago

Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time
Overview

About the Position: Customer Service Team Lead (Cebu) | Onsite

Work Environment: Onsite (Cebu)

Shift: Flexible, no fixed schedule

Benefits
  • Generous Paid Time Off, including holidays
  • HMO health insurance (coverage for the employee plus one free dependent)
  • Clear opportunities for career growth within the company
  • Competitive salary package
Responsibilities
  • Lead and motivate a team of Customer Service Representatives to achieve high performance levels and ensure excellent customer satisfaction
  • Collaborate closely with the team to meet goals and targets
  • Conduct coaching sessions and provide ongoing motivation to help team members achieve their objectives
  • Organize one-on-one meetings and team discussions
  • Stay updated on business developments and new product offerings
  • Oversee daily team activities, prioritize tasks, and assess risks or impacts within existing processes to meet SLAs and sales quotas
  • Ensure training and development plans are in place for all team members
  • Apply performance management and disciplinary measures fairly and consistently as needed
  • Support the Customer Care Director in achieving business goals and fostering a performance-driven culture
Qualifications
  • Bachelors Degree or equivalent
  • Minimum of 2 years experience in a Team Lead or Supervisory role managing people, preferably in a Call Center/BPO setting
  • Strong leadership, coaching, and people management skills
  • Excellent communication abilities
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