Team Lead

PM Consulting; Philippines; On-site; PHP 446,000 - 725,000; Full time

Job summary

PM Consulting in the Philippines is seeking a capable Team Lead for a contact center. You will oversee daily operations, drive performance, and coach the team to meet service levels.

The role emphasizes scheduling control, issue escalation, reporting, and compliance with security guidelines. The ideal candidate has 2–4 years in contact center settings, with at least 1 year in a supervisory capacity, and strong MS Office skills.

Qualifications

• Bachelor’s degree in any discipline.
• 2–4 years in contact center or related field, with at least 1 year in a supervisory/team-handling role.
• Proficiency in MS Office and specialized tools depending on the account (e.g., banking, collections, tech support).
• Strong interpersonal, problem-solving, and communication skills.

Responsibilities

• Drive team output, track daily metrics, and ensure adherence to process standards.
• Provide real-time coaching, feedback, and skills training to team members.
• Resolve complex client or customer complaints and escalate major issues when needed.
• Manage work schedules, monitor attendance, and control shrinkage to maintain coverage.
• Generate data analytics dashboards and ensure team compliance with security and regulatory guidelines.

Skills

MS Office

Communication

Problem-Solving

Interpersonal Skills

Education

Bachelor's degree

Tools

Banking tools

Collections tools

Tech support tools

Job description

Core Responsibilities

• Process & Performance Management: Drive team output, track daily metrics, and ensure adherence to process standards.

• People Leadership: Provide real-time coaching, constructive feedback, and skills training to team members.

• Escalation Handling: Resolve complex client or customer complaints and decide when to elevate major issues to management.

• Operations & Scheduling: Manage work schedules, monitor attendance, and control shrinkage to maintain operational coverage.

• Reporting & Compliance: Generate data analytics dashboards and ensure team compliance with security and regulatory guidelines.

Qualifications & Requirements

• Education: Bachelor’s degree in any discipline.

• Experience: Generally 2 to 4 years of contact center or industry-specific experience, with at least 1 year in a supervisory or team-handling role.

• Domain Skills: Proficiency in MS Office and specialized tools depending on the account (e.g., banking, collections, tech support).

• Soft Skills: Strong interpersonal, problem-solving, and communication skills.