Call Center Team Leader: Drive CX & High-Performance Coaching

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

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.