KPI-Driven Contact Center Team Leader

Focusinc Group Corp.; Murcia; On-site; PHP 500,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay with incentives

Payment of statutory benefits

25 days annual paid leave

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Skills training and personal/prof. dev

Job summary

Focusinc Group Corp. in the Philippines seeks a Team Leader for our contact center to supervise Pros, monitor KPIs, and drive coaching, training, and performance improvement initiatives.

You will ensure high-quality service standards and a positive work environment while supporting onboarding and ongoing development. The role requires a Bachelor's degree or equivalent and at least 2 years in a leadership or supervisory capacity in a contact center.

Qualifications

• Bachelor's degree or equivalent required.
• Minimum 2 years in a leadership/supervisory role in a contact center.
• Medical billing experience is a plus.

Responsibilities

• Provide day-to-day supervision and support to a team of Pros.
• Regularly review team and individual KPIs for campaigns.
• Conduct coaching sessions and provide performance feedback.
• Assist in training and onboarding of new Pros.
• Develop and implement performance improvement plans for underperforming pros.
• Monitor interactions to ensure policy and quality standards.
• Handle escalated customer issues and resolve them promptly.
• Prepare and present reports on team performance and trends.
• Foster a positive, inclusive work environment and teamwork.
• Identify opportunities to streamline processes and improve service delivery.

Skills

Team leadership

KPI analysis

Coaching & development

Training

PIPs

Quality assurance

Escalation management

Reporting

Team engagement

Process improvement

Education

Bachelor's degree or equivalent

Tools

Contact center software

Job description

Focusinc Group Corp. in the Philippines seeks a Team Leader for our contact center to supervise Pros, monitor KPIs, and drive coaching, training, and performance improvement initiatives.

You will ensure high-quality service standards and a positive work environment while supporting onboarding and ongoing development. The role requires a Bachelor's degree or equivalent and at least 2 years in a leadership or supervisory capacity in a contact center.