Team Lead

3 days ago

Ortigas Metro Manila, Philippines iCXeed Philippines Inc. Full time ₱1,500,000 - ₱2,500,000 per year

Are you a data-driven leader with a passion for optimizing performance in contact centre operations? Do you thrive in fast-paced environments where data analysis and strategic decision-making are key to success? If so, we want you to join our team

We are seeking a results-oriented Team Leader to oversee our outbound contact centre team. In this role, you will be responsible for driving data-informed strategies, enhancing team performance, and ensuring compliance with quality and regulatory standards. Your ability to analyze performance metrics, identify trends, and implement improvements will be crucial in achieving key business objectives while delivering outstanding customer experiences.

Key Responsibilities

  • Utilize data analysis tools (Power BI, CRM, and performance monitoring platforms) to drive informed decisions and optimize team efficiency
  • Lead, coach, and mentor a high-performing outbound team to exceed KPIs
  • Conduct Individual Performance Sessions and implement quality management frameworks
  • Deliver training and leverage performance insights to continuously improve team output
  • Ensure compliance with regulatory and quality standards
  • Analyze call centre data to identify trends, assess team productivity, and recommend process enhancements
  • Maintain a strong focus on agent retention, engagement, and satisfaction

Qualifications:

  • Minimum 3 years of leadership experience in contact centre operations
  • Proven track record in data-driven decision-making and managing high-performing outbound teams
  • Advanced English communication skills (IELTS 7.0 or equivalent)
  • Demonstrated success in coaching, mentoring, and process improvement
  • Commitment to fostering a data-centric, high-performance team culture
  • Experience with performance monitoring, reporting tools, and predictive analytics

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