Team Leader

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

📋 Description

• Oversee the daily operations of designated customer programs during assigned shifts.

• Assist management with customer escalations and oversee critical processes.

• Mentor and develop the designated team of Customer Service Representatives.

• Guide CSRs to meet or surpass goals and key performance indicators.

• Ensure that CSRs are updated and trained on product and system changes.

• Conduct business reviews and manage performance activities.

• Execute daily and weekly coaching sessions.

• Provide on-floor support as a subject matter expert on policies and procedures.

• Address escalated calls as necessary.

• Aid in queue management utilizing available tools.

• Assist in preparing business reports, including CSR KPI performance, scorecards, and case analysis.

• Implement and manage assessments to evaluate team performance.

• Monitor account-specific metrics and quality standards.

• Participate in internal and external calibration sessions and client meetings.

• Perform administrative tasks and other related duties as assigned.

• Act as a liaison between management/HR and CSRs, escalating issues related to benefits, grievances, and other HR matters.

• Organize team-building events and design performance-based incentive programs.

• Ensure CSR adherence to the Employee Handbook and relevant policies.

⛳️ Requirements

• Near-native proficiency in English with outstanding communication skills.

• College degree or equivalent experience in the workforce.

• Previous supervisory experience in a call center environment.

• Experience in resolving escalated issues affecting customers.

• Strong business acumen with a focus on operational excellence.

• Dynamic leadership capabilities.

• Strong problem-solving abilities, sound judgment, and effective decision-making skills.

• Analytical thinking skills for troubleshooting and problem-solving.

• Ability to present information and engage with stakeholders at all levels.

• Experience in delivering coaching and constructive feedback.

• Capacity to contribute to team efforts and support related projects.

• Ability to thrive in a high-pressure environment while maintaining a positive attitude.

• Strong organizational and time management abilities.

• Intermediate to advanced skills in Google Drive and Microsoft Office applications.

• Proficient in reading, writing, speaking, and understanding English in a business context.

• Flexibility to work varying shifts, including weekends, overnight, holidays, or additional shifts as needed by the business.

🏝️ Benefits

• Fully remote work-from-home opportunity.

• Enjoy the advantages of being part of an established organization.

• Experience an exceptional team culture that is positive, supportive, and performance-driven.

• Opportunities for professional growth.

• Chance to build fulfilling, long-term careers.