BPO TEAM LEADER - TELCO ACCOUNT

ResultsCX; Lapu-Lapu; On-site; PHP 420,000 - 660,000; Full time

Job summary

ResultsCX is seeking a Supervisor to lead a team of 10+ call center agents in a high-demand environment. The role focuses on coaching, performance management, and ensuring top-tier customer service. You will guide agents through daily operations, monitor performance, and stay current with product and process updates.

The ideal candidate demonstrates strong mentoring ability, exceptional communication, and proven success in meeting or exceeding KPIs while maintaining a positive team environment.

Qualifications

• Experience as a mentor in a contact center environment.
• Ability to exceed KPI targets.
• Solid knowledge of inbound contact center operations.
• Strong customer service and communication skills.

Responsibilities

• Directly manage a team of 10+ agents, including hiring input and payroll input accuracy.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions and general notes.
• Assist agents with product/account issues and basic troubleshooting.
• Maintain target performance levels for the client.
• Keep knowledge up-to-date from emails, trainings, and meetings.
• Provide motivational techniques to boost team morale.
• Conduct phone monitoring and desk-side coaching to ensure service levels.
• Ensure agents have working equipment and resources.

Skills

Mentor

KPI management

Inbound contact center

Customer service

Communication

Multi-tasking

Team motivation

Troubleshooting

Job description

Supervisor provides World-class support to the Call Center Agents and our clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

How will you make a difference?

• Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation

• 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.

To join our team, you need:

• 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