Team Lead

16 hours ago

Taguig, National Capital Region, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

The Role

Teleperformance, a global leader in customer experience management, is seeking a talented Team Lead to join our growing team in Taguig City, Metro Manila. As a Team Lead (Travel/Airlines Account), you will play a pivotal role in leading and motivating a team of customer service professionals who deliver exceptional service to our clients in the travel and airlines industry.

Key Responsibilities

  • Effectively manage and lead a team of customer service agents, ensuring they meet or exceed performance targets and deliver a consistently high level of service
  • Coach and develop team members, providing feedback, training, and support to help them enhance their skills and grow professionally
  • Monitor and analyze team and individual performance, implementing strategies to drive continuous improvement
  • Foster a positive and collaborative team environment, promoting a culture of engagement and accountability
  • Serve as a subject matter expert, providing guidance and support to agents on complex customer inquiries and escalations
  • Collaborate with other teams and stakeholders to ensure seamless operations and a superior customer experience

What We're Looking For

  • Minimum of 1-2 years' experience in a team lead or supervisory role within a contact center or customer service environment, preferably in the travel or airlines industry
  • Strong communication and interpersonal skills, with the ability to effectively motivate and coach a team
  • Excellent problem-solving and decision-making abilities, with a focus on driving continuous improvement
  • Proficient in using customer service and performance management tools and software
  • Fluent in English, both written and verbal, with the ability to communicate effectively with customers and colleagues
  • A collaborative team player with a strong customer-centric mindset

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