Customer Care Team Leader & Performance Coach

Alta Resources; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Alta Resources is seeking a Team Leader to supervise Customer Care Representatives, drive performance metrics, and ensure quality service for clients and their customers. You will manage scheduling, training, escalations, coaching, and reporting to support client initiatives.

The ideal candidate has a bachelor’s degree, at least two years in call center or sales leadership, strong English communication, and proficiency with MS Office.

Qualifications

• Bachelor’s degree required.
• At least two years of call center, customer service, or sales experience.
• At least two years of leadership experience required.

Responsibilities

• Supervises and coordinates activities of Customer Care Representatives to maximize consumer satisfaction, customer loyalty, performance metrics and quality.
• Conducts and/or participates in team meetings to communicate client’s objectives and provide Alta Resources updates.
• Monitors Customer Care Representatives’ calls to observe demeanor, accuracy, and conformity to quality standards and policies.
• Recommends corrective action to address consumer issues and provide coaching and development to employees.
• Prepares work schedules, attendance tracking, and maintains employee records including time sheets and PTO; reviews monthly incentives.
• Conducts performance reviews and recruits new employees; trains new staff within the department.
• Manages staffing levels, assigns duties, and ensures work meets client expectations.

Skills

Leadership

Coaching

Customer Care

English Proficiency

Education

Bachelor's Degree

Tools

MS Office

Job description

Alta Resources is seeking a Team Leader to supervise Customer Care Representatives, drive performance metrics, and ensure quality service for clients and their customers. You will manage scheduling, training, escalations, coaching, and reporting to support client initiatives.

The ideal candidate has a bachelor’s degree, at least two years in call center or sales leadership, strong English communication, and proficiency with MS Office.