Team Leader

1 day ago

Angeles City, Central Luzon, Philippines The Boss System Full time ₱900,000 - ₱1,200,000 per year
About the Role

We are looking for a highly motivated Team Leader to lead, coach, and support our After hours team. This role ensures smooth operations outside regular business hours, responding to urgent client and caregiver needs while maintaining exceptional service quality.

If you excel at people management, problem-solving, and fast-paced customer service environments, this role is for you.


Key Responsibilities
  • Team Supervision & Call Oversight

    Provide continuous oversight of call volumes and team performance, making real-time adjustments to support efficient call handling.
  • Coaching & Development

    Identify skill gaps, deliver ad-hoc training, and support the ongoing development of On-Call Coordinators.
  • Escalation Management

    Act as the first point of escalation, assisting with research and resolution of complex client or caregiver issues.
  • Quality Assurance

    Support call monitoring efforts to ensure service excellence and adherence to company standards.
  • Team & Performance Management

    Lead hiring, training, coaching, performance management, and approval of time and attendance.
  • Reporting & Analytics

    Prepare reports, identify performance trends, and support operational decision-making.
  • Client-Centered Problem Solving

    Guide conversations toward positive outcomes through proactive questioning and solution-driven thinking.
  • Subject Matter Expertise

    Provide guidance on policies, procedures, and best practices to On-Call Coordinators.
  • Call Handling Support

    Assist with call volume as needed to maintain service levels.
  • Policy & Product Knowledge

    Maintain strong knowledge of company services, policies, and offerings.
  • Project Support

    Lead or participate in operational improvement projects as assigned.
Qualifications
  • Bachelors Degree
  • Customer service experience
  • Previous high-volume phone support experience (preferred)
  • Strong computer literacy and ability to learn new systems
  • Proficient with Google Workspace (Gmail, Docs, Spaces)
  • Excellent verbal and written communication skills
  • Ability to communicate professionally and empathetically with clients and coworkers

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