BPO Team Lead

23 hours ago

Manila, National Capital Region, Philippines NTT DATA North America Full time ₱104,000 - ₱130,878 per year

Position Overview:
The successful candidate will be responsible for meeting or exceeding client goals for quality and

performance for assigned programs. This includes positively motivating Customer Service

Representatives, monitoring program objectives, providing on-the-job training, creating a team/positive

atmosphere, developing overall contact skills and program troubleshooting. In addition, the incumbent

will be responsible for the administrative management of assigned Customer Services Representatives,

including weekly one-on-ones, 90-day, and annual reviews, and completing assigned reports and

feedback.

Responsibilities:

  • Coaches CSRs through one on ones and side by sides on a monthly basis to provide performance feedback and develop action plan to meet all performance targets and remove barriers.
  • Supports the individual CSRs in developing their own career path.
  • Provides ongoing floor support daily to CSRs to assist with product and process knowledge and to identify issues. Ensures CSR awareness of service levels.
  • Reviews departmental and individual performance reports on a daily basis to identify trends and issues requiring action or investigation.
  • Delivers measurable and sustainable results by contributing to continuous improvement initiatives.
  • Contributes to the development and delivery of initiatives that contribute to improving the overall operating performance of the organization.
  • Attends leadership meetings and conducts team meetings regularly to ensure common understanding of issues and to provide consistency of action.
  • Performs quality listening on CSR calls daily to assess both customer experience and CSR performance, as well as to identify customer irritants and trends. Attends consistency meetings to ensure consistency in quality listening across the unit.
  • Represents Call Centre team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented.
  • Leads departmental initiatives as required, e.g., outbound campaigns, recognition programs, issue tracking.
  • Proactively work within the division to raise awareness, also build team dynamics, and take steps to help lead the team to accomplish divisional goals.

Requirements:

  • 1-2 years of experience in a supervisory or people management role, that involves the management of individuals and processes.
  • Previous Team Leader experience is a strong asset.
  • Superior communication skills (listening/verbal/written) and interpersonal skills are essential.
  • Demonstrated consulting, facilitation and coaching skills required.
  • Strong leadership skills are required.
  • Proven ability to interpret and communicate moderate to complex data.
  • Ability to work effectively under minimal supervision within an environment of constant change and tight deadlines.
  • Proven problem solving, analytical and decision-making skills.
  • Prior customer service experience and the ability to understand and react to customer needs.
  • Demonstrated understanding of customer escalation principles highly preferred.
  • Demonstrated organizational skills to juggle competing priorities.
  • Intermediate to advanced MS Office skills.
  • Excellent negotiation skills, and experience dealing with difficult customers in an efficient and effective manner.
  • Detailed understanding of relevant products & services would be preferred.
  • Demonstrated ability to explain and/or deliver products and services.

  • BPO Team Lead

    2 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time $60,000 - $100,000 per year

    Role DetailsType of Support: LeadershipContract Duration: Full TimeWork Type and Location: Full Onsite, Taguig (McKinley)Expected Start Date: ASAP About Us PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's world-class outsourcing and human-centered approach...

  • BPO Team Lead

    2 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time $40,000 - $80,000 per year

    Role DetailsType of Support: LeadershipContract Duration: Full TimeTraining Schedule: To be DeterminedWork Schedule: To be DeterminedWork Type and Location: Full Onsite, Cubao or TaguigExpected Start Date: ASAPAbout UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining...

  • BPO Team Lead

    2 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time $104,000 - $130,878 per year

    Role DetailsType of Support:LeadershipContract Duration:Full TimeTraining Schedule:To be DeterminedWork Schedule:To be DeterminedWork Type and Location:Hybrid, Taguig or CubaoExpected Start Date:ASAPAbout UsPartnerHero is now Crescendo — a stronger, bolder force in customer experience.Crescendo represents growth, momentum, and transformation. By bringing...

  • BPO Team Lead

    2 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time $60,000 - $100,000 per year

    Role DetailsType of Support: LeadershipContract Duration: Full TimeTraining Schedule: To be DeterminedWork Schedule: To be DeterminedWork Type and Location: Full Onsite, Cubao or TaguigExpected Start Date: ASAPAbout UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining...

  • BPO Team Lead

    2 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time $60,000 - $80,000 per year

    Role DetailsType of Support: LeadershipContract Duration: Full TimeTraining Schedule: To be DeterminedWork Schedule: To be DeterminedWork Type and Location: Full Onsite, TaguigExpected Start Date: ASAPAbout UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining...

  • BPO Team Lead

    2 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time $104,000 - $130,878 per year

    Role DetailsType of Support: LeadershipContract Duration: Full TimeTraining Schedule: To be DeterminedWork Schedule: To be DeterminedWork Type and Location: Hybrid, Taguig or CubaoExpected Start Date: ASAPAbout UsPartnerHero is now Crescendo — a stronger, bolder force in customer experience. Crescendo represents growth, momentum, and transformation. By...

  • BPO Team Lead

    22 hours ago

    Manila, National Capital Region, Philippines PartnerHero Full time ₱104,000 - ₱130,878 per year

    Role DetailsType of Support: LeadershipContract Duration: Full TimeTraining Schedule: To be DeterminedWork Schedule: To be DeterminedWork Type and Location: Hybrid, Taguig or CubaoExpected Start Date: ASAP About Us PartnerHero is now Crescendo — a stronger, bolder force in customer experience. Crescendo represents growth, momentum, and...

  • BPO Team Lead

    2 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time ₱900,000 - ₱1,200,000 per year

    Role Details Type of Support: LeadershipContract Duration: Full TimeTraining Schedule: To be DeterminedWork Schedule: To be DeterminedWork Type and Location: Full Onsite, Cubao or TaguigExpected Start Date: ASAP About Us PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining...

  • BPO Team Lead

    6 days ago

    Manila, National Capital Region, Philippines PartnerHero Full time

    OverviewRole Details Type of Support: LeadershipContract Duration: Full TimeWork Type and Location: Full Onsite, Taguig (McKinley)Expected Start Date: ASAPAbout UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's world-class outsourcing and human-centered...

  • PHRN Team Leader – Healthcare BPO

    2 days ago

    Manila, National Capital Region, Philippines Global Group Innovative Services, Inc. Full time ₱50,000 - ₱62,000 per year

    PHRN Team Leader – Healthcare BPO | Up to PHP 62K | Quezon City (Onsite) Salary Range: PHP 50,000 – 62,000 (depending on experience) Work Setup: Onsite – Bridgetowne, Quezon CityJob SummaryTake your nursing career to the next level We're hiring a licensed PHRN with leadership experience in Healthcare BPO to lead a team in Prior Authorization...