Team Lead (Travel call center account) - Cebu

TASQ Staffing Solutions; Cebu City; On-site; PHP 391,000 - 580,000; Full time

Job summary

A leading staffing solutions company is seeking a Team Lead for a travel call center in Cebu City. The role involves managing a team of associates, resolving customer care issues, and ensuring a high level of customer satisfaction. Candidates should have 2-3 years of experience as a Team Leader and possess strong customer service and interpersonal skills. This is an onsite position with a rotational shift schedule.

Qualifications

• 2 to 3 years of work experience as a Team Leader.
• Patience and ability to handle difficult situations.
• Good customer satisfaction focus.
• Good computer skills: MS Office, Operating Systems, internet services and online tools.

Responsibilities

• Manage a team of associates.
• Handle customer care issues and provide resolutions.
• Motivate associates through effective management.
• Liaise with other areas of the company affecting technical support.
• One on One Relationship management.
• Analyze reports including process and team performance reports.

Skills

Team Management

Customer Service Skills

Interpersonal Skills

Analytical Skills

Interpersonal skills

Problem solving

Reporting

Analytical skills

Education

Undergraduates/Graduates with 2 to 3 years of experience

Tools

MS-Office

Internet Services

Job description

Team Lead (Travel call center account) - Cebu

TASQ is looking for a travel call center team lead to work on‑site either in F. Cabahug St. or Cebu IT Park.

The pre‑screening interview will be done over‑the‑phone.

Work set‑up: Onsite

Shift Schedule: Rotational (24/7) | No Fixed Day Off

Roles and Responsibilities:

• Responsible for managing team of associates
• Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customers needs
• Motivating associates through effective management, career development and implementation of reporting mechanisms
• Liaison with other areas of the company affecting technical support.
• One on One Relationship management
• Analysis of reports including process and team performance reports.

Qualifications:

• Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader
• Should have patience and not be overawed by difficult situations
• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Good Interpersonal & people management skills with good problem solving approach.
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching & reporting to internal & external customers