Contact Center Team Leader - Elevate Performance & Growth

FGC+; Bacolod; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay incl incentives

13 th month pay

Onsite medical support

25 days of annual paid leave

Payment of statutory government and B*

Employee Engagement Events

Skills training for development

Employee Referral Program

Job summary

FGC+ is seeking a Team Leader for our Philippines contact center. You will supervise a group of Pros, monitor KPIs, and provide coaching and development to deliver high‑quality service.

You will train new staff, implement performance improvement plans, ensure QA standards, handle escalations, and report team performance to management. The role requires flexibility to work evenings, weekends, and holidays.

Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years minimum in a leadership or supervisory role in a contact center.
• Medical Billing experience is a plus.
• Strong understanding of contact center operations and KPIs.
• Excellent communication and interpersonal skills, with the ability to coach and motivate.
• Proven track record of driving performance improvement and achieving KPI targets.
• Ability to multitask, prioritize workload, and adapt to changing priorities.

Responsibilities

• Provide day-to-day supervision and support to a team of Pros.
• Regularly review team KPIs and campaigns assigned.
• Conduct coaching sessions and address performance issues.
• Assist in training and onboarding of new Pros.
• Develop and implement performance improvement plans for underperforming staff.
• Monitor customer interactions for QA adherence.
• Handle escalated customer issues and resolve them promptly.
• Prepare and present regular reports on team performance to management.
• Foster a positive, inclusive work environment and teamwork.
• Identify opportunities to streamline processes and improve service delivery.

Skills

Leadership

KPI analysis

Coaching

Communication

Team motivation

Multitasking

Problem solving

Education

Bachelor's degree or equivalent

Tools

Contact center software

Job description

FGC+ is seeking a Team Leader for our Philippines contact center. You will supervise a group of Pros, monitor KPIs, and provide coaching and development to deliver high‑quality service.

You will train new staff, implement performance improvement plans, ensure QA standards, handle escalations, and report team performance to management. The role requires flexibility to work evenings, weekends, and holidays.