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Team Lead

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Teleperformance Full time

About the role

Teleperformance is seeking an experienced Team Lead to join their call centre operations in Mandaluyong City, Metro Manila. In this full-time role, you will lead and manage a team of customer service agents responsible for providing excellent support to clients in the travel and hospitality industry.

What you'll be doing

  1. Oversee a team of 15-20 customer service agents, providing coaching, training and performance management
  2. Monitor team productivity and quality metrics, identifying areas for improvement and implementing strategies to drive results
  3. Foster a positive, collaborative team environment and lead by example
  4. Escalate and resolve complex customer inquiries and issues
  5. Provide regular feedback and performance reviews to team members
  6. Collaborate with other team leads and managers to share best practices and drive continuous improvement
  7. Ensure adherence to company policies, procedures and quality standards

What we're looking for

  1. 3-5 years of experience in a call centre or customer service environment, with a proven track record of leading and motivating teams
  2. Excellent communication, interpersonal and problem-solving skills
  3. Strong organisational and time management abilities, with the capacity to multitask and prioritise effectively
  4. Proficient in Microsoft Office applications and contact centre software
  5. Customer-centric mindset and a passion for delivering exceptional service