Team Lead

2 days ago

Cavite City, Calabarzon, Philippines Teleperformance Full time $40,000 - $60,000 per year

About the role

Teleperformance is seeking a dedicated and experienced Team Lead to join our dynamic contact centre team in Cavite City, Cavite. As a Team Lead, you will play a crucial role in overseeing and supporting a team of customer service representatives, ensuring exceptional service delivery and driving team performance. This full-time position offers the opportunity to make a significant impact within a leading global contact centre organisation.

What you'll be doing

  1. Manage and coach a team of customer service representatives, providing guidance, feedback and support to help them excel in their roles
  2. Monitor team and individual performance, identifying areas for improvement and implementing strategies to drive continuous enhancement
  3. Collaborate with the wider contact centre management team to identify and address operational challenges, ensuring smooth and efficient service delivery
  4. Provide real-time support and intervention to your team, addressing customer inquiries and escalations as needed
  5. Facilitate team meetings and training sessions to enhance skills, knowledge and engagement
  6. Promote a positive, collaborative team culture and foster a sense of camaraderie among your team members
  7. Maintain accurate records and reporting on team performance and progress

What we're looking for

  1. Minimum of 2 years' experience in a supervisory or team lead role within a contact centre or customer service environment
  2. Excellent communication and interpersonal skills, with the ability to effectively coach, motivate and provide feedback to team members
  3. Strong problem-solving and decision-making abilities, with a focus on delivering high-quality customer service
  4. Familiarity with contact centre metrics and key performance indicators, with the ability to analyse and interpret data to drive improvements
  5. Demonstrated proficiency in using contact centre software and technology
  6. A positive, adaptable attitude and the ability to thrive in a fast-paced, dynamic environment

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