Description
We are seeking a Team Leader to join our team in Quezon, NCR, Philippines. As a Team Leader, you will be responsible for providing the best customer experience for our clients through your team. You will drive the performance of your teammates, coach and manage them, and act as a bridge between your teammates and other departments.
Responsibilities:
- Manage day-to-day planning and operations of your team
- Ensure teammates deliver on Service Level Agreements (SLAs) and achieve Key Performance Indicators (KPIs)
- Organize and handle the team, ensuring everyone adheres to their schedules
- Train and help develop your team through team huddles and coaching sessions
- Evaluate teammates' strengths and weaknesses
- Offer solutions for team growth and development
- Create reports on team performance and document client feedback
- Manage issues, including HR-related ones
- Think creatively and come up with solutions
- Act as a liaison between management and your team
Requirements:
- At least two years of relevant Team Leader experience in an outsourcing or similar company, managing a minimum of 10 teammates in a customer support role
- At least 1 year of sales experience
- Excellent verbal and written communication skills
- Above-average technical know-how
- Previous experience working in phone, email, and live chat customer support roles
- Familiarity with e-Commerce, ZenDesk, or other CRM tools
- Flexibility and willingness to work on different shifts