Contact Center Operations Leader | Growth & Coaching

FGC+; Iligan; On-site; PHP 420,000 - 520,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay with incentives

13th month pay

Onsite medical support

Employee Engagement Events

Skills training for development

Job summary

FGC+ is seeking a Team Leader for our contact center to supervise Pros, monitor KPIs, and drive coaching and development. You will implement performance improvement plans and ensure high-quality service.

A Bachelor’s degree or equivalent and at least 2 years in a supervisory role in a contact center are required. You will lead training and onboarding, monitor quality, and manage escalations while reporting to management.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum 2 years in a leadership or supervisory role in a contact center.
• Strong understanding of contact center operations and KPIs.
• Excellent communication and interpersonal skills with the ability to coach and inspire teams.

Responsibilities

• Provide day-to-day supervision and support to a team of Pros.
• Regularly review team and campaign KPIs and coach for improvement.
• Conduct coaching sessions to address performance issues and gaps.
• Assist in training and onboarding of new Pros.
• Develop and implement Performance Improvement Plans for underperformers.

Skills

Leadership

Coaching

KPI analysis

Team motivation

Communication

Multitasking

Problem solving

Education

Bachelor's degree or equivalent

Tools

Contact center software

Job description

FGC+ is seeking a Team Leader for our contact center to supervise Pros, monitor KPIs, and drive coaching and development. You will implement performance improvement plans and ensure high-quality service.

A Bachelor’s degree or equivalent and at least 2 years in a supervisory role in a contact center are required. You will lead training and onboarding, monitor quality, and manage escalations while reporting to management.