Team Leader

2 days ago

Cebu City, Central Visayas, Philippines Support Services Group Full time $40,000 - $60,000 per year

As a Call Center Team Lead at Support Services Group, this is your opportunity to:

  • Be responsible for directly managing a staff of associates
  • Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets
  • Collaborate with site leadership in creating Call Center reports (production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)
  • Collaborate with leadership and quality team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed
  • Establish a transparent communication plan with Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues ·
  • Ensure setting smart goals for team members and provide regular feedback, appraisal and coaching to ensure performance
  • Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables
  • Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals

Additionally:

  • Assist with Call Audits when necessary
  • Conduct call listening and assess the call based on quality forms provided
  • Ensure that information provided during the call done by the agents are accurate
  • Timely and accurate completion of standard and advanced quality forms, reports and analysis
  • Complete ad hoc reports as requested
  • Adhere to call audit targets
  • Attend and participate in quality calibration session
  • Provide immediate education, report error trends and propose action plans to mitigate errors, as needed

You Bring:

  • Excellent comprehension and communication skill (verbal and written) within the organization and with clients
  • Must have some background in administration and as a Call Center agent.
  • High proficiency in using MS Excel and PowerPoint
  • Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines TECHNOGLOBAL TEAM, INC. Full time $40,000 - $80,000 per year

    We are currently seeking a dynamic and results-oriented Operations Team Leader to lead our talented team of professionals YOU DESERVE THE BEST - Enjoy these PerksComprehensive day 1 HMO with 10K medical reimbursementAdditional HMO coverage for your family + dental coverageFree annual Flu vaccineContinuous career development and certificationsTravel &...

  • Operations Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines TechnoGlobal Team Inc. Full time ₱400,000 - ₱450,000 per year

    We are currently seeking a dynamic and results-oriented Operations Team Leader to lead our talented team of professionals.YOU DESERVE THE BEST - Enjoy these PerksComprehensive day 1 HMO with 10K medical reimbursementAdditional HMO coverage for your family + dental coverageFree annual Flu vaccineContinuous career development and certificationsTravel &...

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines eTeam Workforce Full time ₱408,000 - ₱4,080,000 per year

    eTeam Workforce is hiring a Full time Team Leader role in Cebu City, Central Visayas. Apply now to be part of our team.Job summary:Flexible hours available2-3 years of relevant work experience required for this roleExpected salary: ₱34,000 - ₱40,000 per monthWe're Hiring: Team Leader – Travel Account Location: 100% Onsite, Central Bloc, Cebu IT Park...

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines Helpware Full time $30,000 - $50,000 per year

    Team Leader About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams,...

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines Dino Amusement Park Full time ₱20,000 - ₱30,000 per year

    Experience as Team LeaderGood communication skillWilling to assign SM Seaside Cebu

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines RSD Human Resource Management Consultancy Full time ₱600,000 per year

    Requirements:Experience as a Team Leader under Financial Campaign for 2 yearsAt least Bachelor's Degree / 2nd year college undergraduate.Job Type: Full-timePay: Up to Php50,000.00 per monthBenefits:Paid trainingExperience:Financial Account: 2 years (Preferred)Team Lead under BPO: 2 years (Preferred)Work Location: In person

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines Helpware Full time ₱350,000 - ₱400,000 per year

    Position Overview:The Team Leader will be responsible for managing, leading, and overseeing the activities of a team of CSRs, ensuring that each individual meets and exceeds the standards set by the company and the client. Some primary responsibilities are as follows:Monitors the performance of each team member against specified account/program metrics and...

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines Outsourced Full time $40,000 - $80,000 per year

    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...

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines Helpware Full time ₱500,000 - ₱1,000,000 per year

    Position Overview: The Team Leader will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:Monitors the performance of each team member against specified account/program metrics, and...

  • Team Leader

    2 days ago

    Cebu City, Central Visayas, Philippines SOPHIOUTSOURCING, Inc. Full time $40,000 - $60,000 per year

    Minimum Requirements:At least 1 year of experience in a leadership role within a BPO or call center environment.At least a high school graduate; college coursework or degree is a plus.Strong background in people management, performance tracking, and client coordinationComfortable working in an on-site setup based in Cebu City.Willingness to work flexible...