Customer Service and Retention Team Leader

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 650,000; Full time

Benefits offered by this job

Medical/Dental coverage

Life insurance

In-house massage

Career development

Service incentive leave

Annual salary increase

Team outings

Coffee and refreshment

Sleeping lounge and canteen

Job summary

Select VoiceCom in Cebu IT Park is seeking a dedicated supervisor to lead call center teams during the night shift. You will provide real-time support, coaching, and performance reviews to ensure high-quality service and adherence to campaign standards.

Ideal candidates possess 1+ year of BPO supervision, strong coaching skills, and the ability to manage stress and diverse schedules. On-site role with a focus on process improvements and staff development.

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.
• 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

Responsibilities

• 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.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Skills

Supervisory experience

Call center operations

Coaching

Data-driven

Communication skills

MS Excel

Stress management

Tools

MS Excel

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.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it!

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.