Call Center Team Leader

18 hours ago

Pasig, National Capital Region, Philippines Viventis Search Asia Full time
Overview

Compensation: ₱46,000 Package (inclusive of allowances and benefits)

About the Role

We are seeking an experienced and driven Call Center Supervisor to oversee day-to-day operations for our Telco account. The Supervisor will be responsible for leading a team of agents, ensuring performance metrics are achieved, delivering excellent customer experience, and driving operational efficiency.

Responsibilities
  • Supervise, coach, and mentor a team of customer service representatives handling telco-related concerns (billing, technical support, plan upgrades, etc.).
  • Monitor team performance against KPIs (AHT, CSAT, FCR, NPS, attendance, productivity).
  • Conduct regular performance evaluations, feedback sessions, and corrective action when necessary.
  • Drive high levels of customer satisfaction by ensuring agents provide accurate, timely, and professional support.
  • Analyze call center reports and recommend process improvements to enhance efficiency and service quality.
  • Handle escalated customer concerns and provide quick resolution.
  • Ensure compliance with company policies, client requirements, and regulatory guidelines.
  • Coordinate with Workforce, QA, and Training teams to improve performance outcomes.
  • Foster team engagement, motivation, and a positive work culture.
Qualifications
  • At least 2–3 years of BPO experience, with 1–2 years in a supervisory or team lead role (preferably in a Telco account).
  • Strong leadership, coaching, and people management skills.
  • Excellent communication, problem-solving, and conflict-resolution abilities.
  • Must be results-oriented, detail-oriented, and adaptable to fast-paced environments.
  • Proficiency in call center tools, CRM systems, and reporting software is an advantage.
  • Willing to work on shifting schedules, including weekends and holidays.
What We Offer
  • Competitive package of ₱46,000 (all-in).
  • HMO coverage and other company benefits.
  • Performance incentives and career growth opportunities.
  • Dynamic and supportive workplace culture.

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