Torch Solutions Seeks Experienced Team Leader

2 days ago


Mandaue City, Central Visayas, Philippines TORCH Solutions Full time
Job Title: Team Leader

We are seeking an experienced Team Leader to join our Cebu team. As a Team Leader, you will be responsible for providing excellent customer service to clients, resolving their inquiries and issues, and ensuring customer satisfaction.

Key Responsibilities:
  • Monitor team performance and oversee day-to-day operations
  • Maintain an in-depth knowledge of accounts
  • Provide feedback and coaching to a team of Virtual Assistants
  • Drive performance, motivate, and reinforce teamwork
  • Communicate relevant information to the team on a timely basis
  • Conduct up-training on process and policies updates as needed
  • Monitor and evaluate phone calls and emails for quality assurance
  • Provide feedback and quality evaluation coaching weekly
  • Conduct annual performance reviews
  • Conduct 4th and 5th-month assessments to probationary employees
  • Provide team performance reports and analysis
  • Conduct employee performance reviews with Ops Manager
  • Recognize high performance and reward accomplishments
Requirements:
  • At least 2-3 years of supervisory experience in a BPO/KPO setup
  • Proven leadership skills and functional knowledge in BPO/KPO setup
  • Excellent oral and written communication skills
  • Proficient in writing reports and business correspondences
  • Strong interpersonal skills
  • Customer-oriented

Interested applicants, please click the Apply Now button to submit your resume. We look forward to hearing from you.


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