Team Leader

About Us:

Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Job Overview:

As a Team Leader, you will be responsible for overseeing a small team of customer service staff based in the Philippines. Working closely with UK-based team leaders, this role ensures seamless coordination across regions and alignment with service standards and business goals set by the Customer Services Manager.

Responsibilities:

• Efficiently manage department workload
• Provide reports on team performance.
• Motivate, coach, and support the team daily to attain targets.
• Skilfully handle customer complaints, ensuring satisfactory resolutions.
• Respond promptly to customer inquiries.
• Maintain extensive product knowledge and ensure the team does the same.
• Act on Net Promoter Score (NPS) and customer feedback by engaging with the team and customers, formulating action plans for improvement.
• Oversee and assess team performance, promptly addressing training and performance issues to uphold the highest customer experience standards.
• Conduct regular one-on-one meetings and appraisals for team members, delivering constructive performance feedback and identifying development opportunities.
• Effectively manage attendance, and conduct matters in accordance with company policies.
• Organise team briefings and meetings, as necessary.
• Provide operational feedback to the Customer Services Manager to support continuous improvement efforts throughout the department.

Qualifications:

• At least 5 years of experience in a Team Leader role.
• Prior experience in a logistics account is highly preferred, but not required.
• Demonstrated success in team management, including defining roles and expectations, fostering individual accountability.
• Strong computer skills, capable of multitasking effectively.
• Possesses empathy, excellent communication skills, and the ability to maintain composure.
• Proven track record in achieving KPIs and targets.
• Able to collaborate with a small, growing team.
• Innovative problem-solving mindset, focused on solutions.
• A proactive desire to stay hands-on within the team's daily operations.

Role Targets:

• Improve contacts handled across the team for both tickets and calls
• Reinforce the "oldest first" method of approaching workload to attempt to mitigate escalations
• Work closely one on one with UK senior team members to educate on more difficult tickets
• Install team discipline within the working day
• Identify and manage poor performers
• Consider the pipeline for new team members as the need arises

Perk:
Eligible for UK travel opportunities after completing one year of service.

Work Schedule:
Thursday - Monday OR Friday - Tuesday, 5:00 PM - 2:00 AM Manila Time

Work Setup:
Hybrid Setup (Cebu)

• Must be willing to report to the Cebu office
  four days a week.
• Must have at least 50mbps for both upload and download speed (with back-up internet connection is required)

In compliance to data privacy law, make sure that the following is included at all times:

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.