Home-Based DCX Team Leader

LE0002 DCX PH Inc.; Metro Manila; Hybrid; PHP 446,000 - 558,000; Full time

Benefits offered by this job

Work-from-home opportunities

Travel allowances

Meals and more

Job summary

DCX PH Inc. is seeking a Team Leader to ensure the customer services team meets client expectations regarding task completion, attendance, and overall satisfaction. The role requires clear communication with clients and team members and training teams as needed.

Ideal candidates are self-motivated, highly skilled communicators, and have 3+ years in team leadership within the BPO sector, with strong Excel and Office skills. Work hours align with CST, Monday to Friday, in the Philippines.

Qualifications

• Minimum 3 years of experience in a team lead role.
• Minimum 3 years of experience in the BPO industry.
• Microsoft Excel proficiency required.
• Microsoft Office proficiency required.

Responsibilities

• Ensure team members meet client expectations for service delivery and attendance.
• Provide ongoing training to new hires and long-time employees.
• Track and manage employee attendance.
• Conduct regular performance reviews.
• Coach and mentor underperforming team members.
• Collaborate with other teams on employee and operational concerns.
• Alert sales and hiring teams when new hires are needed.
• Report team metrics to Customer Success Management leadership.

Skills

Self-motivated

Excellent communicator

Results driven

Well organized

Multitasking

Detail oriented

Empathy with customers

Problem solving

Fast learner

Tech savvy

Tools

Microsoft Excel

Microsoft Office

Google Suite

Web portals

Various communication apps

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

Number of Openings: 1

The DCX Team Leader is responsible for ensuring each team member is meeting and exceeding client expectations regarding task completion, employee attendance, and overall client satisfaction. He/she must communicate clearly with both clients and team members about ongoing processes and tasks. The DCX Team Leader must fully understand the company needs in order to assist and train team members as necessary.

Ideal Candidates Will Be

• Self-motivated
• Highly skilled communicator
• Results Driven
• Well-structured and well organized
• A strong multitasker
• Accurate with detailing information
• Solution provider with superior ability to empathize, relate to valued customers
• Able to think on their feet and "out-of-the-box"
• Determined to be the "go to" person
• Is very intuitive with computers and learning various software
• Programs that will be used Microsoft Suite Google Suite Various web portals Various communication applications

Role Details

• Industry: Outsourcing | Promotions
• Work Shift: 8:00 AM - 5:00 PM CST
• Workdays: Monday through Friday
• Written and spoken English skill: Very Proficient

Salary Range: PHP 40,000.00 - 50,000.00

Daily Responsibilities

• Ensures client services team members are meeting expectations of client
• Conducts ongoing training with both new hires and longtime employees
• Tracks and manages employee attendance
• Completes regular reviews of employee performance
• Provides coaching and mentoring to all team members who are having performance and work issues
• Collaborates with various teams and departments regarding employee and operational concerns
• Alerts sales and hiring teams whenever a new hire is needed
• Regularly reports to the Customer Success Management leadership on key team metrics such as team performance, goals, attendance, and other issues
• Performs tasks analogous to the foregoing

Additional Job Requirements

• Minimum 3 years of experience in a team lead role.
• Minimum 3 years of experience in the BPO industry.
• Software knowledge: Microsoft Excel required.
• Microsoft Office knowledge required.

About DCX

DCX is a leading BPO that supports growth minded small and medium sized businesses in the United States.

To our customers, we promise that we will help them focus on their most important goals by providing superior back-office services.

We bring a mindset of quick response, attention to detail, and innovative ideas to all that we do for our customers.

To our team members, we promise to be a company that is, first and foremost, dedicated to our employees.

We aim to be a compassionate organization that looks after everyone's well-being through generous salaries, empathetic management, and growth-oriented training.

We are always looking to offer perks in addition to pay, including work-from-home opportunities, travel allowances, meals, and more.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

DCX is an industry leading, offshore BPO company.

We help ambitious US businesses grow and scale by equipping them with highly trained global talent, designed to help them overcome hiring challenges and add that much-needed layer of support for their team.