Call Center Team Lead

1 day ago

Manila, National Capital Region, Philippines beBeeTeamLeader Full time ₱800,000 - ₱1,200,000

Operations Team Leader

This role is responsible for leading and managing a team to ensure call center efficiency, quality, and customer satisfaction. The successful candidate will promote a positive work environment and continuous improvement.

Key Responsibilities:
  • Leads and manages a team of CSR's in call center operations, including taking calls, resolving customer issues/complaints, and placing sales orders.
  • Ensures team members meet or exceed goals and metrics regularly.
  • Conducts performance management, planning, assessment, and feedback sessions.
  • Provides coaching, mentoring, and support to help team members achieve their targets.
  • Monitors performance during shifts, offering assistance and feedback.
  • Handles escalations and trains team on complex customer interactions.
  • Prepares performance reports and utilizes data for coaching and recognition.
  • Maintains transparency on individual and team performance.
  • Collaborates with other leaders to address issues and improve team performance.
  • Develops solutions, incentive programs, and improves working conditions based on analysis.
  • Prepares reports for the Operations Manager and discusses performance and improvement plans.
  • Coordinates recurrent training on policies and procedures, including weekly updates.
  • Motivates the team through activities and incentive programs to meet service levels.
  • Manages call queues, controls abandoned calls, and maximizes CSR headcount.
  • Acts as HR point-person for grievances, attendance, and payroll concerns, ensuring compliance with policies and labor laws.
  • Tracks overtime and night differential hours for payroll accuracy.Requirements:
    • Bachelor's degree in any field.
    • Completion of relevant certifications (PEP courses, Client-specific Certification, HR for Non-HR, Six Sigma Yellow Belt, etc.).
    • At least 1 year of call center experience, preferably in Customer Care, Sales, or Technical Support, including supervisory roles.
    • Knowledge of call center operations and client-specific metrics and systems.
    • Proficiency in MS Office and call center software (CMS, Baleen, Blue Pumpkin, etc.).
    • Supervisory, project management, and excellent communication skills.
    • Ability to adapt to changing schedules, active listening, and problem-solving skills.
    • Customer-oriented with strong time management and multitasking abilities.

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