Benefits Support Team Lead - Coach, Elevate Experience

Peak Support Global Enterprise; Murcia; On-site; PHP 446,000 - 670,000; Full time

Job summary

Peak Support is seeking an experienced Team Leader to manage and develop a team of Benefits Support Associates. You will drive performance, ensure high-quality member experiences, and foster a positive, collaborative culture.

The role is primarily in-center in Bacolod, with the option to transition to a work-from-home setup based on performance criteria and business needs. Remote eligibility will be determined at the company's discretion after benchmarking.

Qualifications

• Minimum 2 years in a leadership or supervisory role in a BPO.
• Strong coaching and people development skills.
• Excellent written and verbal communication and ability to motivate others.
• Proven ability to manage performance metrics and drive results.

Responsibilities

• Provide timely, high-quality support to members across chat, email, ticketing, social media and phone.
• Coach and mentor team members, monitor performance, and guide process improvements.
• Act as an ambassador for Peak Support values in internal and external interactions.
• Collaborate with cross-functional partners on projects to improve support processes.
• Balance priorities in a fast-paced environment and manage schedules, including weekend coverage.

Tools

CRM systems

Ticketing tools

Reporting tools

Job description

Peak Support is seeking an experienced Team Leader to manage and develop a team of Benefits Support Associates. You will drive performance, ensure high-quality member experiences, and foster a positive, collaborative culture.

The role is primarily in-center in Bacolod, with the option to transition to a work-from-home setup based on performance criteria and business needs. Remote eligibility will be determined at the company's discretion after benchmarking.