Remote Team Lead – Customer Service Excellence

Outsourced Quality Assured Services Inc. (ISO Certified); Quezon City; Vor Ort; PHP 558.000 - 893.000; Vollzeit

Zusammenfassung

Outsourced Quality Assured Services Inc. is seeking an experienced Team Leader to lead a remote team of customer service advisors, driving performance, quality, and customer satisfaction. You will coach, mentor, and develop agents while ensuring adherence to processes and service standards.

The role requires strong leadership, communication, and people-management skills in a remote setting, with a focus on maintaining engagement and delivering results through virtual collaboration tools.

Qualifikationen

• Experience leading customer service teams in a contact center or similar environment.
• Proven ability to manage remote or hybrid operations.
• Strong knowledge of KPIs, quality frameworks, and performance management.
• Proficiency with customer service software and reporting systems.

Aufgaben

• Lead, coach, and develop a remote team of customer service advisors to achieve KPIs for quality, productivity, customer satisfaction, and compliance.
• Monitor daily performance, provide feedback, coaching, and development sessions; conduct virtual meetings and reviews.
• Oversee scheduling, real-time operations, and collaboration with Workforce Planning for staffing coverage.
• Deliver structured coaching, identify training needs, and collaborate with Training and Quality teams.
• Analyze trends in inquiries and performance to support data-driven decisions and resolve escalations.

Kenntnisse

Leadership

People management

Communication

Remote work

Tools

CRM platforms

Reporting dashboards

Collaboration tools

Jobbeschreibung

Outsourced Quality Assured Services Inc. is seeking an experienced Team Leader to lead a remote team of customer service advisors, driving performance, quality, and customer satisfaction. You will coach, mentor, and develop agents while ensuring adherence to processes and service standards.

The role requires strong leadership, communication, and people-management skills in a remote setting, with a focus on maintaining engagement and delivering results through virtual collaboration tools.