Call Center Team Lead

Job Summary:

Experienced and motivated Contact Center Team Leader to oversee and guide a team of customer service agents. This role requires a dynamic individual with strong leadership qualities, proven problem-solving capabilities, and the ability to foster a positive work environment. The ideal candidate will be responsible for managing performance, handling multiple communication channels, and maintaining a high level of customer and client satisfaction.

Key Responsibilities:

• Lead and manage a team of customer service agents to achieve performance goals and KPIs.
• Collaborate with other Functions/Departments to streamline operations and improve overall customer service quality.
• Provide coaching and feedback to agents, ensuring continuous improvement in both individual and team performance.
• Oversee and manage daily operations, ensuring optimal service levels across multiple communication channels, including voice, email, chat, social media, and AI bots.
• Handle escalated customer issues, ensuring timely resolution and maintaining customer satisfaction.
• Analyze performance data to improve efficiency, and team engagement.
• Ensure adherence to operational Rules, processes, policies, and regulatory requirements.
• Manage workforce scheduling and resource allocation to maintain adequate coverage during peak periods.

Shift and Schedule Flexibility:

• Ability to work on shift basis.
• Ability to work in weekends and national holidays.

Qualifications:

• Education:
• Bachelor's degree or higher.
• Language Proficiency:
• Excellent communication skills in both English and Filipino (speaking, writing, and listening).
• Interpersonal Skills:
• Strong ability to interact with employees at all levels, across various functions, and with clients in a professional and effective manner.
• Technical Proficiency:
• Solid computer literacy with a strong command of Windows and Microsoft Office applications.
• Technical background is a plus.
• Experience:
• Minimum of 1:2 years of experience as a Contact Center Team Leader for complex projects.
• Experience in managing and handling various communication channels including voice, email, chat, social media, and AI bots is a plus.

Detailed Interpersonal Skills:

• Leadership:
• Proven leadership abilities to guide, motivate, and develop a high-performing team.
• Coaching & Feedback Techniques:
• Expertise in on time coaching for agents and providing constructive feedback to drive performance.
• Problem-Solving & Root Cause Analysis:
• Strong problem-solving skills, with the ability to perform root cause analysis and develop action plans to resolve operational challenges.
• Analytical Thinking:
• Ability to analyze performance data and generate insights to improve team efficiency and customer satisfaction.
• Conflict Resolution & Emotional Intelligence:
• Ability to manage and resolve conflicts within the team to maintain a positive work environment.
• Team Building, Motivation & Engagement:
• Skilled in building teams, fostering motivation, and engaging team members to ensure high levels of productivity and morale.
• Time Management & Task Prioritization:
• Strong time management skills, with the ability to prioritize tasks effectively in a fast-paced and dynamic environment.
• Effective Follow-Up Techniques & Tools:
• Proficiency in utilizing follow-up tools and techniques to ensure tasks and customer issues are resolved in a timely manner.
• Commitment & Dedication:
• High level of commitment and dedication to achieving organizational goals and delivering exceptional customer service.
• Presentation Skills:
• Strong presentation skills to communicate effectively with team members, clients, and management.

Job Type: Full-time

Ability to commute/relocate:

• Dagupan City 2400 P01: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Call Center: 5 years (Required)

Work Location: In person

Expected Start Date: 09/02/2025