Customer Service Team Leader

Dream Webworks Creation Inc.; Tili; On-site; PHP 446,000 - 670,000; Full time

Job summary

Dream Webworks Creation Inc. in the Philippines seeks a Team Leader to lead and manage a BPO team, drive performance, and ensure adherence to policies and procedures.

You will coach, monitor metrics, coordinate with operations, and prepare team reports while working on-site in shifting schedules.

Qualifications

• 1–2 years of BPO experience.
• Previous Team Leader/supervisory experience preferred.
• Strong communication and people-management skills.
• Able to coach, motivate, and monitor team performance.
• Strong problem-solving and decision-making skills.
• Willing to work on-site and in shifting schedules.
• Strong knowledge of BPO operations, attendance, productivity, and quality metrics.

Responsibilities

• Lead and motivate a team to achieve performance targets.
• Monitor productivity, attendance, quality, and overall performance.
• Conduct coaching and provide constructive feedback.
• Assist in resolving customer and employee concerns.
• Ensure compliance with company policies and account procedures.
• Coordinate with Operations and other support departments.
• Prepare and monitor team performance reports.

Skills

Strong communication

People management

Coaching capability

Decision making

Team leadership

Job description

About the role

Lead and manage a team in a BPO environment, responsible for achieving performance targets, monitoring productivity and quality metrics, and ensuring team compliance with company policies and procedures.

Key responsibilities

• Lead and motivate a team to achieve performance targets
• Monitor productivity, attendance, quality, and overall performance
• Conduct coaching and provide constructive feedback
• Assist in resolving customer and employee concerns
• Ensure compliance with company policies and account procedures
• Coordinate with Operations and other support departments
• Prepare and monitor team performance reports

About you

• At least 1–2 years of BPO experience
• Previous Team Leader / supervisory experience is preferred
• Strong communication and people-management skills
• Able to coach, motivate, and monitor team performance
• Strong problem-solving and decision-making skills
• Willing to work on-site and in shifting schedules
• Strong knowledge of BPO operations, attendance, productivity, and quality metrics