Team Leader

14 hours ago

Makati City, National Capital Region, Philippines Lean Solutions Group Full time

We are looking for an experienced and proactive Team Leader to manage a team of Customer Support Agents across various lines of business. This role focuses on driving team performance, ensuring service excellence, and maintaining compliance with company and client standards. The ideal candidate possesses strong leadership, communication, and analytical skills, with a solid background in managing customer support operations across multiple digital channels.

Key Responsibilities
  • Lead, coach, and support a team of Customer Support Agents handling inquiries across multiple channels.
  • Monitor and evaluate daily team performance to ensure adherence to SLAs, response times, quality metrics, and productivity standards.
  • Conduct regular performance reviews, coaching sessions, and feedback discussions to foster continuous improvement.
  • Collaborate with cross-functional teams such as Quality Assurance, Training, HR, and Operations to ensure alignment and operational efficiency.
  • Analyze team performance reports, identify trends, and implement action plans to address performance gaps or enhance outcomes.
  • Support workforce planning, attendance management, and scheduling to maintain optimal team coverage.
  • Ensure compliance with company policies, data security standards, and client requirements.
  • Participate in the onboarding and ongoing development of new and existing team members.
Qualifications
  • Minimum of 1 year of experience as a Team Leader or Supervisor in a BPO or customer service setting.
  • Strong leadership, motivational, and people management skills in a metrics-driven environment.
  • Excellent communication and interpersonal skills, both written and verbal.
  • Proficiency in using CRM platforms, workforce management, and reporting tools.
  • Strong problem-solving, decision-making, and conflict-resolution abilities.
  • Must be willing to work onsite in Makati on a graveyard shift schedule.

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