Outsourcing Team Lead

5 days ago


Pasig, National Capital Region, Philippines Humanly (humanly) Full time

About Humanly: Humanly is a company that provides digital services and customer experiences. We aim to deliver exceptional results for our clients and partners by leveraging a cloud-based infrastructure and a diverse team of professionals.

We value our employees' well-being and offer competitive salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in our various departments, including Total Rewards, Wellness, HR, and Diversity.

Job Role: As a Team Leader, you will be responsible for managing a team of customer experience professionals. Your key responsibilities will include planning and operations, ensuring SLA delivery, and developing your team's skills.

Main Responsibilities:

  1. Plan and manage daily operations of your team;
  2. Ensure SLA delivery and KPI achievement;
  3. Develop and train your team through coaching and team huddles;
  4. Evaluate teammate strengths and weaknesses;
  5. Provide solutions for team growth and development;
  6. Document client feedback and create performance reports;
  7. Manage HR-related issues and think creatively;
  8. Act as a liaison between management and your team.

Requirements:

  1. At least two years of Team Leader experience in an outsourcing or similar company;
  2. Minimum of one year experience supporting a financial campaign;
  3. Excellent communication skills;
  4. Above-average technical know-how;
  5. Previous experience in customer support roles;
  6. Familiarity with e-Commerce, ZenDesk, or other CRM tools;
  7. Flexibility and willingness to work on different shifts.


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