Team Leader

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

📋 Description

• Deliver strong leadership and oversight to a team of representatives.

• Establish clear performance expectations and objectives for team members, ensuring alignment with organizational goals.

• Coach, mentor, and inspire team members to improve their skills, performance, and professional growth while nurturing a positive and collaborative team atmosphere.

• Promptly address employee concerns, conflicts, and performance issues in an effective manner.

• Monitor team performance to guarantee compliance with established service level agreements (SLAs) and key performance indicators (KPIs).

• Analyze team metrics to pinpoint areas for enhancement, implementing strategies to boost productivity and efficiency.

• Work collaboratively with cross-functional teams to optimize processes, resolve operational challenges, and streamline workflows.

• Continuously assess and enhance customer service quality, ensuring high levels of customer satisfaction.

• Stay informed about industry best practices and trends to promote process improvements and innovation within the team.

• Identify training requirements and organize training sessions to elevate the skills and knowledge of team members.

• Ensure team members have access to the necessary tools, resources, and information to perform their roles effectively.

• Collaborate with other team leads and managers to exchange best practices and implement consistent processes.

• Act as a point of contact for escalations and address customer inquiries or complaints as necessary.

• Participate in team meetings and contribute to organizational initiatives aimed at fostering positive change and growth.

• Generate reports on team performance as needed.

• Maintain regular communication with clients as required.

• Comply with company policies and procedures.

• Achieve or surpass performance targets related to KPIs.

• Continuously enhance knowledge of products, services, and processes by engaging in training programs and ongoing learning modules.

• Uphold a positive, empathetic, and professional demeanor toward customers and colleagues at all times.

⛳️ Requirements

• 3 years of experience in a role similar to the representatives the position will support.

• At least 1 year of experience in a leadership or supervisory role, ideally in a call center setting.

• Prior client-facing experience is preferred.

• Excellent communication skills, both verbal and written.

• Strong knowledge and understanding of customer service and technical support principles and practices.

• Exceptional problem-solving and decision-making abilities.

• Outstanding interpersonal skills for interacting with team members and stakeholders at all levels.

• Proven capability to lead, motivate, and inspire a team to meet performance targets and deliver outstanding customer experiences.

• Results-oriented approach with a focus on achieving operational excellence and continuous improvement.

• Proficiency in customer service software and tools such as CRM.

• Competent in using computers and various software applications.

• Background/experience as a collections specialist is preferred.

🏝️ Benefits

• Competitive compensation.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO coverage starting on day 1.

• Paid time off, including birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal and professional development.

• Employee Referral Program.

• Beautiful office environment.

• Daily provision of free lunch.