Team Lead

2 weeks ago

San Fernando, Central Luzon, Philippines Tata Consultancy Services Full time ₱1,200,000 - ₱2,400,000 per year

Job Summary

To strategize, lead a team of agents which might include Customer care and Technical Support agents who need to ensure they can respond to any customer enquiry type end-to-end from Billing, Complaints, Sales Support to Technical Support

Key Accountabilities

Meet objectives for team performance and individual performance of agents by providing effective feedback, coaching, and support

Minimizes escalations through effective coaching and support as well as proper handling of calls escalated to the lead to achieve the right result

Drive a customer centric culture within the business.

Support all your agents and must be physically co-located.

Support your team within the moment feedback – they need to walk around, listen to calls in real time and monitor freely

Organic learning is fostered and encouraged.

Teams must have rituals to further iterate and evolve, while also ensuring they celebrate success moments.

Applicant should also have strong leadership, a passion for change and an ability to develop coaching strategies to drive accountability and a high performing team.

He/She will be required to coordinate, cooperate and collaborate with their colleagues / team managers to achieve the site goals.

Identify best practices and implement the same

Establish and ensure communication to all stakeholders for specific process/activities

Understand and involve key stakeholders at appropriate times

Understand and effectively leverage metrics and other measurements to drive team performance.

use good judgement and business acumen to balance metrics and resolve customer issues.

Required Competencies

The following are the required skills of an agent:

Strong Leadership Skills

Ability to Identify and Assign appropriate roles to team members.

Customer Service skills

Communication skills

Need to demonstrate the below skills

Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff; Coach and develop agents, including inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the team and being a trusted resource for experts through in-the-game coaching.

Create strong relationships with various stakeholders and implement your ideas to improve Customer Experience.

Highly developed written and communication skills

Proactively takes action to address employee grievances and concerns within the workplace

Have minimum 3 years of experience leading a team

Harnesses constructive conflict to facilitate effective problem solving & decision making

Applies a top down and bottom-up approach to thinking and solutions.

Encourages collaboration and is a champion of building strong connections with key stakeholders.

Understands and can empathize with differences in people and cultures.

Can get people onboard with change through advocating the benefits and leading by example.

Is proactive in helping others to build their capabilities

Demonstrates high Emotional Intelligence

Works well under pressure and uses their time effectively to manage competing priorities.

Education and Experience

Minimum of bachelor's degree (any field is fine)

Ability to develop, implement and assess performance metrics

Expertise in Microsoft Office programs and in desktop and mobile technology

Proven record of boosting team performance and employee retention rates

Two years of experience as a team leader

  • Lead Generation Specialist

    2 weeks ago

    San Fernando, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱250,000 - ₱600,000 per year

    Position Title: Lead Generation SpecialistWork Set Up: On-SiteSchedule: 11:00 AM to 8:00 PM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:We are looking for a detail-oriented and proactive Virtual Assistant to support our sales and business development teams. In this role, you will provide daily...

  • Operations Team Lead

    5 days ago

    San Fernando, Central Luzon, Philippines SMC Multi-Services Inc. Full time ₱1,200,000 - ₱3,600,000 per year

    Hiring Company Overview:SMC Multi-Services Inc.is an Operations, Maintenance, and Management subsidiary of San Miguel Corporation.Our primary purpose is to engage in the operation and maintenance of plants, factories, warehouses, facilities, and equipment used in the manufacture and processing of various products, and the performance of related and...

  • Insurance Team Lead

    5 days ago

    San Fernando, Central Luzon, Philippines Tata Consultancy Services Full time ₱900,000 - ₱1,200,000 per year

    Job HighlightsCompetitive SalaryYearly Performance AppraisalHMO with dependents on day 1Responsibility:Attracts potential customers by answering product and service questions; suggesting information about other products and services.Opens customer accounts by recording account information.Maintains customer records by updating account information.Resolves...

  • Team Lead, Workforce Management Real Time

    4 weeks ago

    San Fernando, Central Luzon, Philippines TTEC Full time

    Job Description - Team Lead, Workforce Management Real Time (044HY)Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Team Lead – Workforce Management – Real Time working onsite in Pampanga, you'll be a part of bringing humanity to business. #experienceTTECWhat You'll be DoingHave a passion to...

  • Business Development Representative

    7 days ago

    San Fernando, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱1,500,000 - ₱3,000,000 per year

    Position Title: Business Development RepresentativeWork Set Up: On-SiteSchedule: 10:00 PM to 7:00 AM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:The Business Development Representative is responsible for driving sales growth by engaging with customers and prospects to understand their needs,...

  • Product Trainer

    2 weeks ago

    San Fernando, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱900,000 - ₱1,200,000 per year

    Position Title: Product TrainerWork Set Up: On-SiteSchedule: 8:00 PM to 5:00 AM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:We are looking for a passionate and experienced Product Trainer to support the growth and development of our call center team. This role involves designing and delivering...

  • Senior Architect

    2 weeks ago

    San Fernando, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱1,200,000 - ₱3,600,000 per year

    Position Title: Senior ArchitectWork Set Up: Work From HomeSchedule: 9:00 PM to 6:00 AM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:As a Senior Architect (AutoCAD & Revit | US-Based (NY) Projects | Wood & Steel Construction), you will play a key role in producing construction documents, leading...

  • Medical Virtual Assistant

    2 weeks ago

    San Fernando, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱900,000 - ₱1,200,000 per year

    Position Title: Medical Virtual Assistant - On CallWork Set Up: On-SiteSchedule: 10:00 PM to 7:00 AM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:We are seeking a dedicated, highly organized Medical Scheduler to join our team. In this role, you will not only handle scheduling tasks and matching...

  • Team Leader

    5 days ago

    San Fernando, Central Luzon, Philippines TaskUs Full time ₱900,000 - ₱1,200,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Lead Technician Pampanga

    5 days ago

    San Fernando, Central Luzon, Philippines Auto Global Full time ₱900,000 - ₱1,200,000 per year

    Automotive Lead TechnicianCompany: Auto Global Inc. (JMC Philippines)Location: PampangaPosition Overview:The Lead Technician is responsible for overseeing the daily operations of the automotive service or production team. This role ensures that workflow runs smoothly, quality standards are met, and team members are supported and guided effectively. The...