Call Center Team Lead: Coaching for Peak Performance

Firstsource; Taguig; On-site; PHP 558,000 - 837,000; Full time

Job summary

Firstsource in the Philippines is seeking a Call Center Team Lead to drive agent performance, coach daily, and uphold quality standards in a fast‑paced environment. You will mentor agents, monitor KPIs, handle escalations, and collaborate with QA, Training, and Workforce Management to deliver outstanding customer service.

You thrive in a dynamic setting, foster a positive team culture, and guide your group toward continuous improvement and optimal customer experiences.

Qualifications

• Minimum of 2 years of experience in a supervisor role.
• Excellent verbal and written communication skills.
• Ability to provide clear and constructive feedback.
• Experience handling escalated calls and thinking outside the box to find solutions.
• Proficient in MS Office Applications (Word, PowerPoint, Excel).
• Strong knowledge of credit card industry preferred.

Responsibilities

• Manage and support a team of call center agents by providing daily guidance, motivation, and accountability to ensure individual and team success.
• Provide real‑time agent coaching to ensure they are consistently meeting performance metrics and effectively using soft skills such as active listening and de‑escalation to deliver high‑quality customer service.
• Collaborate with QA and Training teams to ensure agents are knowledgeable about current policies, procedures, and new implementations—and consistently adhere to them.
• Handle escalated calls and apply SOP expertise to identify solutions that align with both customer needs and company policies.
• Use a deep understanding of SOPs and call trends to provide feedback to the client on potential process improvements or new policy implementations.

Skills

Verbal and written communication

Constructive feedback

Escalated calls handling

Team supervision

MS Office proficiency

Education

High school diploma; some college coursework or college degree preferred

Tools

MS Office (Word, PowerPoint, Excel)

Job description

Firstsource in the Philippines is seeking a Call Center Team Lead to drive agent performance, coach daily, and uphold quality standards in a fast‑paced environment. You will mentor agents, monitor KPIs, handle escalations, and collaborate with QA, Training, and Workforce Management to deliver outstanding customer service.

You thrive in a dynamic setting, foster a positive team culture, and guide your group toward continuous improvement and optimal customer experiences.