Performance-Driven Call Center Team Leader

Confidential; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Confidential in Manila, Philippines seeks a Team Leader to manage a CSR group and ensure high standards in call center operations. You will coach, mentor, and guide agents, monitor performance against metrics, and drive improvements through regular feedback and data reporting.

You will implement training, handle escalations, and develop incentive plans to boost productivity and service levels for the client account.

Qualifications

• Experience leading CSR teams in a call center environment.
• Strong coaching and feedback skills with a focus on performance.
• Ability to analyze performance metrics and drive improvements.

Responsibilities

• Leads and manages a team of CSR's in call center operations (taking calls, addressing issues, placing sales orders).
• Monitors and ensures team members meet or exceed goals and metrics daily, weekly, and monthly.
• Conducts performance management activities and feedback meetings as per cycle.
• Coaches and mentors agents to achieve targets and improve productivity.
• Prepares reports on top and bottom performers and overall metrics for the account/program.
• Designs incentive-based programs to motivate agents to meet service levels.

Skills

Team Leadership

Coaching & Mentoring

Performance Management

Call Center Operations

Data Reporting

Employee Engagement

Job description

Confidential in Manila, Philippines seeks a Team Leader to manage a CSR group and ensure high standards in call center operations. You will coach, mentor, and guide agents, monitor performance against metrics, and drive improvements through regular feedback and data reporting.

You will implement training, handle escalations, and develop incentive plans to boost productivity and service levels for the client account.