Team Leader

9 hours ago

Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions Full time ₱1,200,000 - ₱2,400,000 per year

Role Overview:

The Team Leader – Customer Service Operations is responsible for leading a team of customer service representatives in a fast-paced, 24x7x365 operational environment. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability. The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.

Key Responsibilities:

Operational Management

  • Lead, manage, and motivate a team ofcustomer service agents.
  • Oversee daily operational performance, including service levels, queue management, adherence, and productivity.
  • Ensure timely handling of customer inquiries and escalations in line with SLAs and quality standards.
  • Monitor workforce scheduling, attendance, and real-time performance to maintain optimal coverage.
  • Address and resolve operational issues swiftly to minimize service disruption during overnight hours.

Performance Management

  • Track and analyze team metrics (AHT, CSAT, FCR, Quality Scores, and SLA adherence) to identify performance trends.
  • Conduct regular performance reviews and provide actionable feedback and coaching to drive improvements.
  • Implement performance improvement plans where necessary and recognize high-performing team members.
  • Ensure consistent application of company policies and procedures across the team.

Quality & Compliance

  • Ensure adherence to standard operating procedures, process accuracy, and compliance with company and client requirements.
  • Partner with Quality, WFM, and Training teams to maintain consistency in service delivery.
  • Conduct call reviews and spot checks to reinforce service and compliance standards.
  • Maintain confidentiality and data security at all times, especially during off-peak hours.

Collaboration & Reporting

  • Provide end-of-shift operational updates, including service performance, escalations, and staffing summaries.
  • Collaborate closely with the global operations team to ensure smooth transitions between shifts.
  • Identify recurring issues or operational gaps and recommend process improvements.
  • Support cross-site coordination if managing teams across multiple locations (e.g., India and the Philippines).

Qualifications:

  • Bachelor's degree in any discipline preferred.
  • Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
  • Prior experience managing operations in a 24x7x365 hours of operations is essential.
  • Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
  • Excellent communication, analytical, and leadership skills.

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