Call Center Team Lead & Performance Coach

Minacs; Philippines; On-site; PHP 335,000 - 725,000; Full time

Job summary

Minacs is seeking a capable Team Leader to supervise a group of call center associates, monitor attendance, and ensure adherence to policies. You will coach direct reports weekly and drive performance to meet KPIs and contractual targets.

In this role you will identify performance issues, implement corrective actions, raise the bar on service quality, lead team meetings, and mentor staff while staying current with processes and policies and supporting a positive team culture.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Responsibilities

• Supervise day-to-day activities of a group of call center associates and monitor attendance per policy.
• Coach direct reports on performance on a regular basis to meet weekly targets.
• Identify performance issues, implement corrective actions up to termination if needed.
• Ensure service levels and KPIs meet contractual expectations and financial goals.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME guidance.

Skills

Leadership

Coaching

Communication skills

Multitasking

Team management

Education

Associate's degree

Job description

Minacs is seeking a capable Team Leader to supervise a group of call center associates, monitor attendance, and ensure adherence to policies. You will coach direct reports weekly and drive performance to meet KPIs and contractual targets.

In this role you will identify performance issues, implement corrective actions, raise the bar on service quality, lead team meetings, and mentor staff while staying current with processes and policies and supporting a positive team culture.