BPO Sales Team Lead: Coaching & Performance Champion

Private Advertiser; Lapu-Lapu; On-site; PHP 335,000 - 513,000; Full time

Job summary

Private Advertiser seeks a Supervisor to lead a call center team of 10+ agents, providing coaching on performance, service quality, and product knowledge. You will mentor agents, monitor KPI targets, and ensure up-to-date processes while maintaining a positive team environment.

You will coordinate hiring inputs, support troubleshooting, and drive continuous improvement through coaching, monitoring, and training activities in a fast-paced client-focused setting.

Qualifications

• Consistent attendance and punctuality.
• Experience as a Mentor.
• Ability to exceed KPI’s.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• The Ability tomulti-task, handle escalated calls and upset customers in a professional and courteous manner.
• A flexible schedule.
• Analytical and troubleshooting expertise.
• Ability to develop and motivate a team.
• Superb listening, probing, negotiation and deescalation skills

Responsibilities

• Directly manage team of 10 or more agents, including input on hiring, discipline, discharge, and payroll inputs.
• Identify, Prioritize and Coach agent development areas.
• Directly manage team of 10 or more agents.
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for the customers.
• Maintain target levels of performance required by the client.
• Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Help maintain a good team and working environment.
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertake duties of a general nature or additional tasks as business requires from time to time.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.

Skills

Attendance

Mentor experience

KPI achievement

Inbound call center

Phone & CS skills

Verbal & written communication

Multitasking & de-escalation

Flexible schedule

Analytical troubleshooting

Team motivation

Listening & negotiation

Job description

Private Advertiser seeks a Supervisor to lead a call center team of 10+ agents, providing coaching on performance, service quality, and product knowledge. You will mentor agents, monitor KPI targets, and ensure up-to-date processes while maintaining a positive team environment.

You will coordinate hiring inputs, support troubleshooting, and drive continuous improvement through coaching, monitoring, and training activities in a fast-paced client-focused setting.