Team Leader for CCC

Empowering urban mobility through innovation and service excellence.

Our client is a leading name in the parking and mobility services industry, known for transforming the way people experience parking across the UK. With over 80 years of trusted expertise, they manage thousands of car parks nationwide, offering reliable, technology-enabled solutions that make travel smoother and more convenient.

Driven by a strong commitment to sustainability, customer satisfaction, and operational excellence, they continuously evolve their systems to meet the modern needs of drivers and businesses alike. Their mission is simple yet powerful-to make every journey stress-free through efficiency, innovation, and care. Joining their team means becoming part of an organization recognized for its legacy of reliability, forward-thinking vision, and people-first culture, where your work contributes to creating smarter, more connected cities.

Job Description

As a Team Leader for CCC, you will oversee day-to-day operations and ensure seamless service delivery within the contact center. You'll guide, coach, and motivate your team to deliver exceptional results while promoting a supportive and high-performing work environment.

Job Overview

Employment type: Project-based

Shift: Shifting

Work setup: Onsite, Cebu City

Salary: PHP 50,000.00

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Cebu (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Shifting schedule
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 1 to 3 years of experience
• Past experience in managing a team within a contact centre environment
• Excellent communication skills both written and verbal
• Proven track record of managing staff and delivering results
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.)
• Ability to plan, multi-task, and manage time effectively
• Strong report writing and record keeping ability
• Good computer and database skills
• Experience in a fast-paced business environment (parking industry experience is a plus)
• Can-do attitude, results-oriented, self-motivated, optimistic
• Strong team orientation with individual accountability
• Integrity and professionalism
• Excellent relationship builder with internal and external stakeholders
• Ability to drive the customer experience and work independently
• Strong internal and external customer focus

Your Daily Tasks

• Directly manage employees and oversee daily team performance
• Act as deputy for the Performance Manager during their absence
• Lead by example to enhance customer service and overall experience
• Drive company values, culture change, and CCC strategy initiatives
• Communicate with the Performance Manager and agents to resolve issues promptly
• Support and motivate colleagues to achieve agreed objectives and high performance
• Maintain compliance with company and CCC policies, processes, and procedures
• Handle and resolve escalated customer contacts when required
• Deliver training to new and existing colleagues on new or updated products, procedures, and processes
• Provide coaching, training, and performance improvement plans to maintain excellent results
• Drive and motivate employees through CCC's reward and recognition programs
• Maintain proper use and condition of staff uniforms, headsets, equipment, and lockers
• Ensure effective delivery of induction programs for new joiners
• Conduct formal and informal disciplinary meetings in line with company policies
• Ensure team leaders are rostered 24/7 and cover shortfalls when needed
• Oversee the Employee Engagement Survey process and maintain action plans with the Performance Manager
• Fully support the CCC Contact Reduction strategy and related projects
• Prepare weekly, monthly, and ad hoc reports for the Performance Manager
• Complete performance updates and reviews for direct reports, including PDPs
• Manage the operation effectively, especially during periods when support functions are unavailable
• Act as a Fire Marshal or take responsibility during emergencies or disruptions
• Drive contact center service levels through floor walking, real-time monitoring, and management
• Maintain high quality performance following CCC quality guidelines
• Conduct internal interviews and support recruitment activities for CCC and other departments
• Maintain performance of advisor duties as required each month
• Ensure accurate and efficient incident escalation processes are followed
• Demonstrate understanding of compliance for people-related policies and procedures (e.g., onboarding, offboarding, immigration checks)
• Provide cross-functional support when necessary outside your direct span of control
• Oversee the overall people management of all colleagues reporting to this role

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra