Team Leader

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

📋 Description

• Supervise the daily operations of designated customer programs during specified shifts.

• Lead Customer Service Representatives to meet or surpass goals and KPIs through effective coaching and mentoring.

• Ensure that CSRs receive training on updates related to products and systems.

• Conduct business reviews and engage in performance management activities.

• Complete daily and weekly coaching sessions.

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

• Address escalated calls and issues that impact customers.

• Assist with managing the call queue.

• Contribute to the preparation of business reports, KPI performance reports, scorecards, and case analyses.

• Administer assessments and oversee team metrics and quality standards.

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

• Carry out administrative and related tasks.

• Serve as a liaison between management/HR and CSRs concerning benefits, grievances, and HR matters.

• Organize team-building activities and create performance-based incentive programs.

• Ensure compliance of CSRs with the Employee Handbook and relevant policies.

⛳️ Requirements

• Near-native proficiency in English with exceptional communication capabilities.

• College degree or equivalent professional experience.

• Previous supervisory experience in a call center environment.

• Experience in resolving escalated issues that affect customers.

• Strong business acumen aimed at operational excellence.

• Dynamic leadership abilities.

• Excellent problem-solving, judgment, and decision-making skills.

• Analytical skills for troubleshooting and problem resolution.

• Competence in presenting information to both internal and external stakeholders.

• Experience in delivering coaching and constructive feedback.

• Capability to support relevant projects.

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

• Strong organizational and time management capabilities.

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

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

• Bilingual skills may be necessary for certain positions.

• Flexibility to work various shifts, including weekends, nights, holidays, or additional shifts.

🏝️ Benefits

• Work-from-home options available.

• A positive, supportive, and performance-oriented culture.

• Opportunities to develop fulfilling, long-term careers.

• Significant opportunities for growth.

• A well-established organization with remote team support processes.

• Engaging team-building activities.

• Incentive programs based on performance.