Team Lead

4 days ago

Bacolod City, Western Visayas, Philippines InteLogix Full time ₱900,000 - ₱1,200,000 per year

JOB SUMMARY:

We are seeking a highly motivated and experienced Team Lead to oversee daily operations of our customer service team. The ideal candidate will ensure efficient and optimal performance, maintain high service standards, and foster a positive work environment. This role involves monitoring staff, handling escalations, monitoring intraday performance and service levels as well as implementing strategies to improve customer satisfaction and team productivity, including agent coaching and professional development.

JOB RESPONSIBILITIES:

  • Supervise and support a team of BPO agents to meet performance goals.
  • Monitor KPIs including call metrics review and supervisor quality audits.
  • Provide coaching, feedback, and training to enhance team effectiveness.
  • Handle customer escalations and resolve complex issues promptly.
  • Schedule shifts and manage attendance to ensure adequate coverage.
  • Collaborate with management to develop and implement process improvements.
  • Maintain up-to-date knowledge of company products, services, and policies.
  • Prepare performance reports and present insights to leadership.
  • Ensure compliance with company and client regulatory standards, security and business requirements.

JOB QUALIFICATIONS:

  • Proven and related experience as a BPO supervisor or similar role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in call center software and reporting tools.
  • Ability to multitask and remain calm under pressure.
  • High school diploma or equivalent; additional education or certifications are a plus.
  • Experience and knowledge of CSAT and NPS.
  • Proficiency with CRM systems and workforce management tools.
  • Advance skills on MS and Power BI tools is a plus.
  • Should be amenable to work on-site (Robinsons Cyberscape 2, Mandalagan, Bacolod City) and graveyard/nightshift schedule.
  • You may apply through this link:
    …

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