Team Leader Customer Service

7 days ago

Angeles City, Central Luzon, Philippines NexQueue Full time ₱360,000 - ₱540,000 per year

The primary purpose of this role is to ensure that the team run efficiently, and we are meeting our goals. The ideal candidate will be comfortable with leading a team of voice and digital agents.

Responsibilities

  • Ensure team goals and quality standards are met
  • Maintain high level of attendance and retention
  • Answering representative's questions, guiding them through difficult calls or issues
  • Perform daily scans including live listening and call monitoring
  • Spot trends that are impacting performance and SLA
  • Provide training and coaching to agents
  • Take Escalations calls - diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Ability to work in a team environment
  • Assisting management team in identifying trends and establishing call center goals
  • Create a positive work environment and ensure that team morale is strong

Qualifications

  • 1 year of experience in a Team Leader (TL) role
  • Fluency in English is required
  • Proficient in Microsoft Excel and Word
  • Strong coaching and leadership abilities; capable of motivating employees
  • Excellent negotiation skills

Job Types: Full-time, Permanent

Pay: Php30, Php45,000.00 per month

Benefits:

  • Flexible schedule
  • Health insurance
  • On-site parking
  • Paid training

Work Location: In person

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