Team Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead, mentor, and inspire a team of frontline agents or specialists.

• Track KPIs such as quality, productivity, and response times, and take action on any identified gaps.

• Conduct regular one-on-one meetings, feedback discussions, and performance planning.

• Address escalations and manage complex cases personally.

• Relay team performance and challenges to managers and client stakeholders.

• Assist in the onboarding and training processes for new team members.

• Coach and guide frontline teams assisting U.S. clients.

• Enhance performance, quality, and engagement while managing complex cases in a player-coach role.

⛳️ Requirements

• Minimum of 2 years of experience as a Team Lead or Supervisor.

• Demonstrated ability to enhance team performance through effective coaching.

• Exceptional verbal and written English skills.

• Strong communication and conflict-resolution capabilities.

• Proficient with CRM, helpdesk, and reporting tools.

• Must be available to work during U.S. business hours.

• Located in the Philippines, equipped with a reliable home office setup and stable internet connection.

• Experience in a BPO or contact center setting is a plus.

• Familiarity with QA scorecards and workforce management is advantageous.

🏝️ Benefits

• Health Maintenance Organization (HMO).

• Paid Time Off (PTO).

• Mental Health Leave.

• Birthday Leave.

• Gym Allowance.

• Additional Holiday Pay.

• Remote Work Setup.

• Opportunities for professional growth and development.