Customer Service And Retention Team Leader

Select VoiceCom; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Medical coverage (HMO)

Dental coverage

Life Insurance

In-house massage

Referral incentives

Career development

Annual salary increase

Team outings

Coffee and snacks

Cebu IT Park office

Job summary

Select VoiceCom, an American and Australian-owned call center provider, seeks a night-shift supervisor in Cebu IT Park. You will mentor teams, monitor performance, and drive service quality while maintaining a positive work environment.

This role demands strong coaching, organizational, and communication skills with a focus on process adherence and staff development. The position is on-site in Cebu City with a strong emphasis on team leadership, retention, and operational excellence to support

Qualifications

• At least 1 year of continuous supervisory/team lead experience in a BPO company.
• At least 1 year of retention experience as a supervisor or as an agent.
• Thorough knowledge of call center operations.
• Ability to follow procedures and workflows.
• Strong coaching and management skills.
• Data-driven approach to performance and improvements.
• Ability to cope with changes and stressful situations.
• Understanding of subscription business models.
• Excellent presentation skills and ability to convey ideas clearly.
• Excellent organizational, leadership, interpersonal and time management skills.
• Ability to take instructions from management and ensure follow-up.
• Strong computer skills including MS Excel, Word, PowerPoint.
• Ability to communicate effectively with team members and managers at all levels.
• Ability to demonstrate innovation and sound judgment/problem-solving.
• Ability to set a course of action for self and others to achieve goals.
• Strong support skills and ability to work well under pressure.
• Flexibility to work various schedules.
• Willing to start ASAP.
• Willing to work on-site.

Responsibilities

• Provide real-time support to assigned agents to help them perform at their best.
• Provide coaching and feedback on performance to each team member.
• Write and administer performance reviews for skill improvement.
• Be available for employees facing work or personal issues and provide counseling and direction.
• Create and maintain a high-quality work environment with ongoing feedback.
• Prepare scorecards and communicate warnings and decisions aligned with policy and standards.
• Assist managers with daily call center operations including staffing, training, and scheduling.
• Support process improvements through participation in special projects.
• Establish procedures that support company standards and strategic directives.

Skills

Supervisory experience

Retention experience

Call center operations

Follow procedures

Coaching skills

Data-driven

Change management

Subscription business

Presentation skills

Leadership

Follow-up

MS Excel

MS Word

MS PowerPoint

Communication

Problem solving

Action planning

Work under pressure

ASAP start

On-site

Tools

MS Excel

MS Word

MS PowerPoint

Job description

Job Description:

What you'll do

• Provide real-time support on assigned agents so they'll perform at their highest level.
• Provide statistical/performance feedback and coaching on a regular basis to each team member.
• Write and administer performance reviews for skill improvement.
• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.
• Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
• Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to process improvement.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

What you'll need

• At least 1 year of continuous supervisory/team lead experience in a BPO company
• At least 1 year of retention experience as a supervisor or as an agent
• Thorough knowledge of call center operations
• Being able to follow procedures and workflows
• Strong coaching and management skills
• Data-driven
• Coping with changes and stressful situations, stability
• Understanding of subscription business
• Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive and professional manner
• Excellent organizational, leadership, interpersonal and time management skills
• Ability to take instructions from management and ensure follow up
• Strong computer application skills including MS Excel, MS Word, MS PowerPoint and others.
• Ability to communicate effectively with team members and managers of all levels.
• Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Strong support skills and ability to work well under pressure
• Flexibility to work various schedules
• Willing to start ASAP
• Willing to work on-site

Work schedule

Night shift

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, I work at Select VoiceCom, and think it's a great place to work! The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

Checkout our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park
• Terms and conditions apply.