Call Center Team Lead: Coach, Metrics & Operations

iCare HMO; Makati; Presencial; PHP 500.000 - 750.000; Jornada completa

Descripción de la vacante

iCare HMO is seeking a Team Leader in the Philippines to oversee call center agents, bridge between agents and management, and ensure targets are met through coaching and day-to-day leadership.

Responsibilities include supervising the team, monitoring performance, coaching, setting goals, scheduling, handling escalations, reporting, process improvements, building morale, and some HR tasks.

Formación

• Oversee and manage a group of call center agents on a day-to-day basis.
• Serve as the main point of contact between agents and upper management.

Responsabilidades

• Track and evaluate team and individual performance against key metrics (e.g., service level, quality scores, productivity).
• Prepare and deliver performance reports.
• Coach, mentor, and train agents to improve skills and performance.
• Identify training needs and provide ongoing feedback.
• Help set realistic targets and communicate goals, targets, and deadlines to the team.
• Clarify performance expectations and company policies.
• Monitor attendance and workflow to ensure appropriate coverage and service continuity.
• Participate in workforce planning and scheduling (sometimes).
• Handle escalated customer calls and complex service issues agents cannot resolve.
• Help agents troubleshoot problems and maintain service quality.
• Analyze performance data and identify areas for improvement.
• Suggest process or product improvements based on customer feedback.
• Motivate team members to perform well and maintain a positive work environment.
• Conduct team meetings and foster open communication.
• May assist with HR-related tasks like attendance monitoring and sometimes interviews.

Descripción del empleo

iCare HMO is seeking a Team Leader in the Philippines to oversee call center agents, bridge between agents and management, and ensure targets are met through coaching and day-to-day leadership.

Responsibilities include supervising the team, monitoring performance, coaching, setting goals, scheduling, handling escalations, reporting, process improvements, building morale, and some HR tasks.