Team Lead

TASQ Staffing Solutions; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

TASQ Staffing Solutions in the Philippines is seeking an experienced Team Leader for a Contact Center/BPO. You will oversee a production team of 10-15 agents, drive KPI performance, and coach staff to improve CSAT, AHT, and quality.

This role requires at least 2 years as a Team Leader in a BPO, hands-on experience with Voice/Chat support, and strong MIS/reporting skills. You will collaborate with MIS and Quality, escalate client issues, and mentor new entrants while driving process improvements

Qualifications

• Minimum 2 years experience in a Team Leader role in a Contact Center/BPO.
• Experience in Voice/Chat support in a Contact Center/BPO.
• Manages a production team of 10-15 agents.
• Drives KPI performance including absenteeism, CSAT, AHT, and quality.
• Coaches and provides feedback, plans goals for agents.
• Handles client escalations when needed.
• Collaborates with MIS and Quality for calibrations and feedback.
• Mentors new entrants and participates in PMS exercises.
• Drives projects in Pragati, GB and SS processes.
• Takes production calls/chats when required.

Responsibilities

• Oversee daily operations of a 10-15 agent production team.
• Monitor KPI targets, attendance, CSAT, AHT, and quality metrics.
• Provide coaching, feedback and career development for agents.
• Escalate client issues and coordinate with MIS/Quality for improvements.
• Mentor new entrants and participate in PMS cycles.

Skills

MS Office

People management

Analytical skills

Mentorship

Tools

Operating Systems

Internet tools

Job description

• Minimum of 2 years experience in a Team Leader position is required in a Contact Center / BPO
• Experience in Voice/Chat support in a Contact Center/BPO is required
• Responsible for managing a production team of 10-15 agents
• Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.
• Motivating associates through effective management, career development & implementation of reporting mechanisms.
• Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
• Capable of handling client escalations
• Liaison with other departments like MIS and Quality for calibrations and to gather feedback and mold it into qualitative feedback for the agent
• Conducting Team outings, huddles and other RnR activities
• Mentor and assist new entrants in the team
• Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
• Drive Pragati, GB and SS projects in the process
• Take production calls/chats whenever required

Critical Skills Required:

• Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Good Interpersonal & people management skills with good problem solving approach
• Good analytical skills for MIS, number crunching & reporting to internal & external customers
• Ability to exercise managerial judgment and perform as a mentor