Team Lead

Straive; Parañaque; On-site; PHP 446,000 - 625,000; Full time

Job summary

Straive is seeking a proactive Team Leader to drive operational excellence within our customer service operations in the Philippines. You will mentor agents, monitor performance metrics, and steer daily workflows to ensure top-tier service and SLA adherence.

The role emphasizes hands-on leadership, data-driven decision making, and a strong communication ability to influence across teams. Join a dynamic environment in Parañaque with opportunities for growth.

Qualifications

• Educational background: Completed Bachelor's degree in any course.
• Leadership Experience: 1 year in a Team Leader or Supervisory role within a fast-paced environment.
• Domain Expertise: At least 6 months of direct hands-on experience handling voice-account customer service workflows.
• Communication Mastery: Exceptional written and verbal articulation at all organizational levels.
• Data Literacy: Proficient in MS Office with data-driven decision mindset.

Responsibilities

• Drive Operational Excellence by guiding your team to exceed customer expectations and meet SLAs.
• Cultivate and coach talent by mentoring and creating development pathways for agents to perform at a high level.
• Optimize daily workflows by overseeing real-time queues and interactions to protect service integrity and ensure policy alignment.

Skills

Team Leadership

Coaching

Process Optimization

Data Analysis

MS Office

Education

Bachelor's degree

Tools

MS Excel

MS Word

Job description

• Drive Operational Excellence: Champion a culture of high performance, guiding your team to consistently exceed customer expectations and shatter service-level targets (SLAs).
• Cultivate & Coach Talent: Serve as a mentor by providing actionable feedback, identifying skill gaps, and building tailored development pathways to transform agents into top-tier performers.
• Optimize Daily Workflows: Strategically oversee real-time queues and interactions to protect service integrity, champion quality standards, and ensure total policy alignment.

Job Requirements

• Educational Background: Completed Bachelor's degree in any course.
• Leadership Experience: Minimum of 1 year of proven success in a Team Leader or Supervisory role within a fast-paced environment.
• Domain Expertise: At least 6 months of direct hands-on experience handling voice-account customer service workflows.
• Communication Mastery: Exceptional written and verbal articulation, with a natural ability to connect, persuade, and influence at all organizational levels.
• Data Literacy: Highly proficient in MS Office (Excel, Word) with a passion for leveraging granular performance data and performance metrics to drive business decisions.