Team Leader – Fitness Account

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

📋 Description

• Lead, mentor, and cultivate a team of agents.

• Offer direction, guidance, feedback, coaching, and developmental plans.

• Monitor and oversee team performance in relation to KPIs and targets.

• Identify skill deficiencies and implement training and development strategies.

• Ensure exceptional customer service and prompt issue resolution.

• Adapt to evolving business requirements, work schedules, shifts, and holiday coverage.

• Guide the team through transitions and facilitate the achievement of goals.

• Address and resolve complex issues utilizing sound judgment and decision-making.

• Analyze performance data, identify trends, and propel team performance enhancements.

• Provide regular reports and updates to management.

• Ensure effective utilization of call center tools and compliance with established processes.

• Maintain composure under pressure and manage competing priorities and customer expectations.

• Strive to meet and exceed targets in alignment with organizational objectives.

⛳️ Requirements

• 2+ years of experience as a Team Leader in the BPO sector.

• Experience in supporting a fitness account or familiarity with health/fitness and gym equipment is preferred.

• Proficiency in Zendesk is a significant advantage.

• Strong verbal and written communication skills in English.

• Robust background in performance management.

• Willingness to work shifting schedules, flexible hours, and on holidays.

• Excellent coaching abilities.

• Capability to perform under high-pressure situations.

• Above-average English communication skills, both written and verbal.

• Proven track record of meeting targets and enhancing agent performance.

• Service-oriented and customer-focused mindset.

• Strong analytical skills with great attention to detail.

• Effective decision-making and problem-solving capabilities.

• Knowledge of call center tools and processes.

🏝️ Benefits

• Fully remote work-from-home arrangement.

• Positive, supportive, and performance-driven culture.

• Opportunities to develop rewarding, long-term careers.

• Significant opportunities for professional growth.

• Established organization with supportive processes for remote teams.