Team Leader for Contact Center

3 days ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

About the Company

We are a global healthcare operations provider delivering high-quality customer service solutions. Our contact center supports healthcare clients with empathy, accuracy, and professionalism.

Role Overview

We are looking for a Team Leader to manage a team of Healthcare Customer Service Representatives in a dynamic contact center environment. This role is ideal for experienced supervisors or senior agents/SMEs who have led teams and are skilled in coaching, monitoring, and performance management.

  • Lead and manage a team of customer service representatives
  • Monitor and evaluate calls through audits and live listening
  • Handle customer escalations and ensure timely resolution
  • Conduct coaching sessions and provide structured feedback
  • Track team performance and drive KPIs
  • Collaborate with quality and operations teams to improve service delivery

Minimum Qualifications

  • At least 1 year of experience as a Team Leader or Supervisor in a contact center

    OR

    Senior Agents/SMEs with experience in:

  • Handling teams or mentoring peers

  • Managing escalations
  • Conducting call audits and monitoring
  • Coaching and giving feedback
  • Strong leadership and communication skills
  • Background in healthcare or customer service is a plus
  • Willing to work onsite (Makati, Muntinlupa, Quezon City, Cebu, or Davao)
  • Willing to commit to a fixed-term contract of 4 months, with potential for absorption based on performance

What We Offer

  • Competitive compensation package
  • Completion bonus upon contract end
  • Opportunity for absorption based on performance
  • Supportive and collaborative work environment

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