Team Leader Call Center Representative

6 days ago

Quezon City, National Capital Region, Philippines Asticom Technology Inc Full time ₱900,000 - ₱1,200,000 per year

The Lessor Management Hotline/Helpdesk Team Lead is responsible for overseeing the

daily operations of the Lessor Management support hotline/helpdesk. This includes

leading a team of frontline representatives who respond to inquiries and concerns from

lessors (property owners), ensuring timely and effective issue resolution, maintaining

a high level of service quality, and collaborating with internal stakeholders to enhance

lessor experience.


• Supervise, coach, and mentor a team of helpdesk agents to ensure quality service

delivery.


• Oversee the resolution of lessor concerns and escalate complex issues to appropriate

departments.


• Monitor daily hotline/helpdesk operations and performance metrics (e.g., response

time, resolution time, customer satisfaction).


• Conduct regular team huddles and performance reviews; provide constructive

feedback.


• Prepare and submit reports on helpdesk performance and recurring issues.


• Train new team members on system tools, escalation processes, and soft skills.


• Handle priority cases and act as a point of escalation for sensitive concerns.


• Ensure data privacy, compliance, and professional handling of all lessor-related

inquiries.

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