Team Leader

11 hours ago

Mandaluyong City, National Capital Region, Philippines Smoothlink Technologies Inc Full time ₱1,200,000 - ₱2,400,000 per year

At Smoothlink, our Team Leaders are not just supervisors — they are the heartbeat of operations. This is the role where leadership meets execution. You'll shape performance, coach talent, and directly influence how thousands of customers experience our brand every day. If you thrive on accountability, speed, and impact, this is where you'll make your mark. This is a full-time, onsite position with a 5-day work week and a shifting schedule, ideal for leaders who are adaptable, hands-on, and ready to grow with a dynamic team.

What You'll Own

Drive Performance

  • Lead a team across Phone, Email, and Chat channels with full accountability for KPIs.
  • Balance service coverage, quality, and productivity every single shift.
  • Act fast on escalations — you're the final word before it reaches management.

Lead People

  • Coach, motivate, and grow agents into top performers.
  • Set the culture on the floor: punctual, disciplined, and high-energy.
  • Recognize wins, celebrate progress, and challenge the team to level up daily.

Protect Quality & Compliance

  • Ensure every customer interaction meets client and marketplace standards.
  • Partner with QA and Training to close performance gaps.
  • Enforce adherence to company policies — fairness with zero tolerance for repeat lapses.

Own the Numbers

  • Deliver accurate attendance, output, and productivity reports on time, every time.
  • Monitor real-time queues and adjust resources proactively.
  • Track campaign updates, compliance changes, and ensure your team is always in sync.
What We're Looking For
  • Proven Leadership: At least 2 years in BPO/Customer Service, with experience guiding a team.
  • Multi-Channel Expertise: Strong background in Phone, Email, and Chat operations.
  • Performance Mindset: Skilled in hitting KPIs, coaching for results, and managing escalations.
  • Tech-Savvy: Comfortable using operational tools such as Zendesk, Lark, Google sheets.
  • Adaptable: Able to work onsite and thrive in shifting schedules.
Who Thrives Here
  • Leaders who can balance people and performance.
  • Professionals who see pressure as opportunity.
  • Individuals who want to grow fast in a company that rewards results.
Why Join Us
  • Be part of a growing company where leadership roles are not just titles — they are stepping stones to bigger opportunities.
  • Direct impact: Your performance shows up in the numbers every single day.
  • Growth culture: We invest in training, mentorship, and career pathing.
  • Ownership: You'll have the autonomy to run your team and the support to succeed.
  • Competitive salary package
  • HMO Benefits after regularization
  • Complete government-mandated benefits (SSS, PhilHealth, Pag-IBIG, 13th Month Pay, etc.)

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