Call Center Team Leader

Vector Link Infotech Solutions is looking for a Call Center Team Leader

Come join our team

Vector Link Infotech Solutions provides tech-enabled Property Management services to deliver simple and satisfying experiences for residents and investors.

Vector Link Infotech Solutions offers a Comprehensive Total Rewards Package of Benefits containing:

• Competitive Salary Package
• Night Shift Differential Pay for approved hours worked between 10:00pm and 6:00am
• Private Health Insurance with Dependent Benefits
• Paid Time Off
• Holidays
• 13th Month pay
• Paid Leaves after regularization

Salary: ₱39,000

Pay Frequency: Semimonthly

Position Hours: 40 Hours/Week

Work Location: Davao City – Work From Home

The Call Center Team Leader ensures maintenance and leasing call center teams achieve performance goals, follow established processes, and provides excellent service to our residents and potential renters. This role involves collecting and analyzing data from the call center to monitor key metrics, such as service resolution times and overall team performance.

Essential Duties and Responsibilities

• Ensure all business activities comply with company policies and procedures, Fair Housing regulations, the Americans with Disabilities Act, the Fair Credit Reporting Act, relevant state statutes, and all other applicable local, state, and federal laws pertaining to residential rentals.
• Participate in ongoing training for maintenance emergencies and leasing activities relevant to the role and in accordance with company policy. Offer additional training or guidance when team members have questions.
• Conduct daily check-ins with both morning and evening shift team members to identify and resolve any attendance or connectivity issues.
• Mentor team members to help them maintain productivity, efficiency, and compliance standards.
• Be available to cover shifts as needed, fulfilling all responsibilities of a Call Center Agent.
• Conduct monthly audits of work schedules to confirm adequate coverage that aligns with operational goals.
• Review daily call logs to identify areas for improvement and document performance metrics on the appropriate spreadsheets. Provide weekly updates to Call Center leadership with organized data on call center performance.
• Analyze trends and develop strategies to improve call center efficiency.
• Continuously seek and implement innovative solutions to enhance call handling and service delivery.
• Demonstrate strong leadership, communication, and organizational skills.
• Maintain a clear understanding of the protocol for properly escalating emergency situations and complex showing/application questions to Property Management.
• Coordinate with vendors to address urgent repairs that cannot wait until normal business hours or when directed by property management.
• Use property management systems and maintenance software appropriately.
• Assist with other projects as directed by management.

What You Will Need to be Successful

• High School education or equivalent. College preferred
• One to two years of management experience. Call center experience recommended.
• Excellent verbal and written English communication skills and strong organizational skills
• A customer-focused approach
• A professional and helpful demeanor is essential

Job Type: Full-time

Pay: Php39,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Work from home

Application Question(s):

• Do you have supervisory experience?
• Do you have a reliable internet connection that supports remote work?

Education:

• Bachelor's (Preferred)

Experience:

• Call Center: 3 years (Required)

Work Location: Remote

Expected Start Date: 10/06/2025