Contact Centre Team Lead

Outsourcey Global, Inc.

Taguig

On-site

PHP 900,000 - 1,200,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

HR function shaping

Career growth

Industry leaders team

Job summary

Outsourcey Global, Inc. in Metro Manila seeks a seasoned Contact Centre Team Leader to drive exceptional service and strong performance. You will coach and develop the outsourced team, maintain high standards for customer interactions, and ensure appointment bookings and sales KPIs are met.

The role combines hands-on leadership with frontline coverage during peak periods. You will manage scheduling, monitoring of KPIs, and CRM usage while fostering a positive, high-performance culture and

Qualifications

Minimum 5 years in a contact centre environment.
Minimum 2 years leading, coaching, or supervising a contact centre or customer service team.
Demonstrated success developing people and improving team performance through coaching and mentoring.
Strong English communication and interpersonal skills, both written and verbal.
Experience managing sales and customer service KPIs within a contact centre environment.
Experience in scheduling appointments.
Proven ability to lead change, onboard new staff, and support team growth.
Strong organisational, problem-solving, and stakeholder management skills.
Experience using CRM and contact centre systems.
Ability to build a positive, customer-focused, and high-performance culture.

Responsibilities

Lead and develop both contact centre teams.
Deliver ongoing coaching, call calibration, and performance feedback.
Conduct regular one-on-one meetings and performance reviews.
Lead by example with best-practice customer interactions and sales behaviours.
Identify training needs and implement development plans to improve capability.
Foster a positive, accountable, and high-performing team culture.
Train and onboard new Contact Centre Operators.
Develop team capability across customer service, sales, and processes.
Ensure adherence to company standards, scripts, and best practices.
Oversee day-to-day operation, including inbound sales, outbound leads, appointment bookings, and diary management.
Monitor web lead allocation and consultant diaries to maximise availability.
Monitor queues, productivity, and service levels; assist with new workstreams.

Skills

Lead & coach

Staff development

English comms

KPI management

CRM usage

Scheduling

Tools

CRM systems

Contact centre software

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

Minimum 5 years' experience in a contact centre environment.
Minimum 2 years' experience leading, coaching, or supervising a contact centre or customer service team.
Demonstrated success developing people and improving team performance through coaching and mentoring.
Strong English communication and interpersonal skills, both written and verbal.
Experience managing sales and customer service KPIs within a contact centre environment.
Experience in scheduling appointments.
Proven ability to lead change, onboard new staff, and support team growth.
Strong organisational, problem-solving, and stakeholder management skills.
Experience using CRM and contact centre systems.
Ability to build a positive, customer-focused, and high-performance culture.

Key Success Measures

Team achievement against appointment booking and sales conversion KPIs.
Web leads contacted within the agreed SLA.
Lead-to-Appointment Conversion Rate.
Inbound call answer rate and missed call rate within agreed targets.
Average Speed of Answer (ASA) and service-level achievement.
Customer satisfaction and call quality outcomes.
Team productivity and schedule adherence.
Employee capability, engagement, and retention.
Accurate CRM records and booking quality.
Successful onboarding and development of new team members.
Continuous improvement initiatives that enhance efficiency, productivity, and customer experience.

Core responsibilities:

The Contact Centre Team Leader is responsible for leading and developing the outsourced Contact Centre team, ensuring exceptional customer service, operational excellence and the consistent achievement of appointment booking, sales conversion and customer experience KPIs. The Team Leader will coach and mentor team members, embed best practice contact centre behaviours, improve individual and team performance and support the continued growth of the offshore operation. This is a hands-on leadership role, with the Team Leader actively participating in frontline operations when required.

Leadership & Coaching

Lead, mentor, and develop both contact centre teams.
Deliver ongoing coaching, call calibration, and performance feedback.
Conduct regular one-on-one meetings and performance reviews.
Lead by example by demonstrating best-practice customer interactions and sales behaviours.
Identify training needs and implement development plans to improve capability.
Foster a positive, accountable, and high-performing team culture.

Training & Onboarding

Train and onboard new Contact Centre Operators.
Develop team capability across customer service, sales, and operational processes.
Ensure consistent adherence to company standards, scripts, and best practices.

Operational Management

Oversee the day-to-day operation of the outsourced Contact Centre, including inbound sales enquiries, outbound web lead management, appointment booking, consultant diary management, and appointment confirmation activities.
Actively participate in frontline Contact Centre operations when required, including handling inbound calls, outbound web leads, appointment bookings, and customer enquiries during peak periods, staff absences, or high call volumes.
Monitor web lead allocation to ensure all enquiries are actioned within agreed service-level timeframes.
Ensure consultant diaries are managed efficiently to maximise appointment availability and minimise travel time.
Monitor call queues, workforce productivity, and service levels.
Support workforce planning as additional team members are recruited.
Assist with implementing new workstreams, including internal sales activities.

Performance Management

Drive achievement of team KPIs, including:
Sales conversion
Appointment booking
Customer satisfaction
Call quality
First Call Resolution
Schedule adherence
Web Lead Time to Action
Lead-to-Appointment Conversion Rate
Analyse performance trends and implement improvement initiatives.
Manage escalated customer enquiries and support issue resolution.

Quality Assurance

Complete regular call quality monitoring and evaluations.
Provide coaching based on quality assessments.
Ensure scripts, booking processes, and customer service standards are consistently followed.
Monitor CRM notes and booking accuracy.

Continuous Improvement

Recommend and implement process improvements to enhance efficiency and customer experience.
Support operational growth and scalability through effective leadership and workforce development.
Work closely with leadership to support new initiatives and business expansion.

Systems & Compliance

Ensure accurate CRM usage and reporting.
Maintain compliance with company policies, privacy obligations, and operational procedures.
Audit CRM records to ensure customer information, notes, and appointments are complete and accurate.
Promote a culture of quality, accountability, and continuous improvement.

Benefits:

Competitive salary
Opportunity to shape the HR function of a rapidly growing BPO.
Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
Career growth and development opportunities.