Call Center Team Leader

YGC Corporate Services Inc; Makati; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Competitive compensation

Hospitalization benefits

Medicine Allowance

Personal Accident Insurance

Life Insurance coverage

Retirement Plan

Service Incentive Award

Job summary

YGC Corporate Services Inc in Makati is seeking a Call Center Team Leader to supervise a team of CSRs, drive performance targets, and uphold service standards. You will coach, monitor KPIs, manage training, and collaborate with management to ensure customer satisfaction and compliance with policies.

The role emphasizes coaching, performance management, and quality assurance to maintain a customer-centric culture while meeting service level objectives and regulatory requirements.

Qualifications

• Bachelor's degree in a related field.
• At least 5 years supervisory experience in a call center, customer service, or contact center environment.
• Strong leadership, coaching, and people management skills.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office applications and call center systems.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced and target-driven environment.

Responsibilities

• Lead, motivate, and manage a team of call center agents.
• Monitor attendance, schedule adherence, and overall team performance.
• Conduct regular team meetings and briefing sessions.

Skills

Leadership

Coaching

People management

Communication

Microsoft Office

Call Center Systems

Analytical thinking

Fast-paced environment

Education

Bachelor's degree in Business/Management/Communications

Tools

Microsoft Office

Call Center Systems

Job description

The Call Center Team Leader is responsible for supervising and managing a team of customer service representatives (CSRs) or agents to ensure excellent customer service, achievement of performance targets, and compliance with company policies and procedures.

The Team Leader provides coaching, motivation, and support to maximize team productivity and customer satisfaction.

TASKS AND JOB RESPONSIBILITIES:

Team Supervision

• Lead, motivate, and manage a team of call center agents.

• Monitor attendance, schedule adherence, and overall team performance.

• Conduct regular team meetings and briefing sessions.

Performance Management

• Monitor key performance indicators (KPIs) such as Service Level, Average Handling Time (AHT), Customer Satisfaction (CSAT), Quality Scores, and First Call Resolution (FCR).

• Provide regular coaching, feedback, and performance evaluations.

• Develop action plans to improve individual and team performance.

Customer Service Excellence

• Ensure prompt and professional handling of customer inquiries, complaints, and requests.

• Escalate complex customer issues when necessary.

• Promote a customer-centric culture within the team.

Training and Development

• Assist in onboarding and training new employees.

• Identify training needs and coordinate refresher programs.

• Mentor team members to enhance their skills and career growth.

Quality Assurance and Compliance

• Monitor calls and interactions to ensure compliance with company standards.

• Implement quality improvement initiatives.

• Ensure adherence to company policies, regulatory requirements, and service procedures.

• Reporting and Analysis

• Prepare and submit performance reports and operational updates.

• Analyze trends and identify opportunities for process improvement.

• Collaborate with management to achieve departmental goals.

Operational Support

• Coordinate with Workforce Management and other support functions to ensure adequate staffing.

• Assist in handling escalations and peak call volumes when required.

• Support implementation of new processes and systems.

Qualifications:

• Bachelor's degree in Business Administration, Management, Communications, or related field.

• At least 5 years supervisory experience in a call center, customer service, or contact center environment.

• Strong leadership, coaching, and people management skills.

• Excellent communication and interpersonal skills.

• Proficient in Microsoft Office applications and call center systems.

• Strong analytical and problem-solving abilities.

• Ability to work in a fast-paced and target-driven environment.

Company Benefits:

• Competitive Compensation

• Hospitalization benefits

• Medicine Allowance

• Personal Accident Insurance

• Life Insurance coverage

• Retirement Plan

• Service Incentive Award