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Team Leader

2 weeks ago

Cebu City P, Philippines DATAMATICS Full time

Job Summary:

  • As a team lead, he/she would have experience in a supervisory/manager role in a call center. The incumbent would be the primary point of contact with the client and would be responsible for all day-to-day activities. Key responsibilities would include.

Key responsibilities

  • End-to-end service delivery as per direction from the client.
  • Provide insights to the leadership on the areas of improvement and manage change within the process.
  • Resource management — to assure delivery consistency and high-quality service.
  • Resource development to ensure that learning and capability enhancement are a focus area.
  • Continuous improvement to improve service delivery and ensure maximized efficiencies across all program processes
  • Propose corrective/improvement solutions based on facts and data, and implement and track improvement projects throughout the program.
  • Ensure consistency with the customer by calibrating quality ratings through successful interactions with the client quality team.
  • Leadership & Team Management – Ability to lead, motivate, and manage a team in a virtual setup.
  • Communication Skills – Strong written and verbal communication to interact with agents, stakeholders, and clients.
  • Critical Thinking & Decision-Making – Capable of resolving issues quickly and effectively during live sessions.
  • Tech-Savvy – Comfortable with remote tools, proctoring platforms, basic IT troubleshooting, and productivity software (e.g., Google Workspace, MS Office).
  • Time Management & Prioritization – Able to manage multiple responsibilities, prioritize tasks, and meet deadlines.
  • Analytical Thinking – Ability to interpret data, monitor trends, and use insights to improve team performance.
  • Customer-Centric Mindset – Focused on providing excellent service to examinees and maintaining a smooth testing experience.
  • Adaptability – Flexible in handling changing processes, schedules, and remote challenges.
  • Conflict Resolution – Skilled at de-escalating situations and managing team or examinee concerns professionally.
  • Attention to Detail – Diligent in reviewing incidents, compliance reports, and agent behavior.

Qualifications & Desired Skills

  • Good Communication Skills
  • Able to work onsite in Cebu
  • With 1-2 years of experience in BPO as Team Lead

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

  • Paid training

Work Location: In person