Team Lead

Outsourced; Manila; Hybrid; PHP 420.000 - 540.000; Vollzeit

Zusammenfassung

Outsourced in Manila is seeking a seasoned Team Lead to guide, coach, and develop a remote team of customer service advisors. The role emphasizes driving performance, maintaining high service standards, and ensuring operational efficiency in a virtual environment.

You will lead with strong communication, manage performance, resolve escalations, and collaborate with cross-functional teams to meet KPIs, staffing, and customer satisfaction goals.

Qualifikationen

• Experience as Team Leader or Supervisor in a contact center or customer service environment.
• Proven leadership of customer service teams.
• Experience in remote or hybrid contact center operations is highly desirable.
• Strong working knowledge of contact center KPIs, quality frameworks, and performance management.
• Proficiency in customer service software, CRM platforms, collaboration tools, and reporting systems.

Aufgaben

• Lead, support, and manage a remote team of customer service agents to achieve key performance indicators (KPIs), including quality, productivity, customer satisfaction, and compliance.
• Monitor daily performance metrics and provide regular feedback, coaching, and development sessions.
• Conduct virtual team huddles, one-on-one meetings, and performance reviews.
• Identify performance gaps and implement targeted improvement plans.
• Ensure team adherence to established processes, procedures, and service standards.

Kenntnisse

Leadership

Coaching

Remote leadership

Customer service

KPI tracking

Tools

CRM software

Reporting dashboards

Jobbeschreibung

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Team Lead

Job Summary

lead, coach, and develop a remote team of customer service advisors.

Job Description

About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.

Job Overview

We are looking for an experienced and motivated Team Leader to lead, coach, and develop a remote team of customer service advisors. The successful candidate will be responsible for driving team performance, maintaining high customer service standards, and ensuring operational efficiency while fostering a positive and engaging virtual work environment.

This role requires strong leadership, communication, and people-management skills, with the ability to motivate team members, manage performance, resolve escalations, and achieve operational targets in a remote setting.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, support, and manage a remote team of customer service agents to achieve key performance indicators (KPIs), including quality, productivity, customer satisfaction, and compliance.
• Monitor daily performance metrics and provide regular feedback, coaching, and development sessions.
• Conduct virtual team huddles, one-on-one meetings, and performance reviews.
• Identify performance gaps and implement targeted improvement plans.
• Ensure team adherence to established processes, procedures, and service standards.

2. Communication & Team Engagement

• Maintain consistent communication with team members through digital collaboration tools such as Microsoft Teams, Zoom, and messaging platforms.
• Drive team engagement through virtual activities, recognition programs, and regular check-ins.
• Promote an open, inclusive, and supportive remote working culture.
• Serve as the primary escalation point for customer concerns, providing guidance and support to agents.

3. Operational Management

• Oversee team scheduling and real-time operational management.
• Collaborate with Workforce Planning to ensure adequate staffing coverage and schedule adherence.
• Prepare and provide regular reports on team performance, operational challenges, and customer insights.
• Support continuous improvement initiatives and process optimization.

4. Coaching & Development

• Deliver structured coaching sessions focused on skill development, behavioral improvement, and performance enhancement.
• Identify training needs and collaborate with Training and Quality teams to implement appropriate learning solutions.
• Encourage continuous learning, professional development, and a growth-oriented mindset within the team.

5. Problem-Solving & Decision-Making

• Analyze trends in customer inquiries, team performance, and operational issues to support data-driven decisions.
• Resolve complex customer complaints and operational concerns promptly and professionally.
• Exercise sound judgment and initiative when working independently while recognizing when escalation is necessary.

Qualifications & Experience

• Previous experience as a Team Leader, Supervisor, or Senior Customer Service Advisor within a contact center or customer service environment.
• Proven experience managing and leading customer service teams.
• Experience in remote or hybrid contact center operations is highly desirable.
• Strong working knowledge of contact center KPIs, quality frameworks, and performance management.
• Proficiency in customer service software, CRM platforms, collaboration tools, and reporting systems.

Essential Skills & Competencies

Leadership & People Management

• Ability to inspire, motivate, and coach team members in a remote environment.
• Demonstrated ability to manage performance, provide constructive feedback, and resolve team conflicts.
• Approachable, empathetic, and supportive leadership style.

Communication

• Excellent verbal and written communication skills.
• Ability to communicate clearly, confidently, and professionally across remote channels.
• Ability to simplify complex information and adapt communication styles to different audiences.

Remote Team Management

• Strong digital literacy and confidence using collaboration platforms, telephony systems, CRM tools, and reporting dashboards.
• Ability to maintain team engagement, visibility, and accountability without physical supervision.
• Excellent organizational and time-management skills.
• Self-motivated and capable of working independently with minimal supervision.

Customer Focus & Analytical Thinking

• Strong passion for delivering excellent customer experiences.
• Good understanding of customer service principles, contact center best practices, and quality standards.
• Ability to interpret performance data and translate insights into actionable improvement plans.
• Strong problem-solving skills, adaptability, and sound decision-making.

Personal Attributes

• Positive, confident, and resilient under pressure.
• Proactive, organized, and results-oriented.
• Empathetic and approachable when managing people.
• Growth-minded, with a continuous improvement mindset.
• Collaborative while also capable of working independently.

Location: Philippines

Employment Type: Full-Time

Work Schedule: 4:00 PM - 1:00 AM PHT

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.