Team Leader

SupportZebra; Cagayan de Oro; On-site; PHP 550,000 - 900,000; Full time

Job summary

SupportZebra is seeking a Team Leader to supervise a group of call center associates during day shifts. You will coach, motivate and hold team members accountable to achieve performance metrics, SLAs and targets while promoting teamwork and continuous improvement.

Excellent English communication and on-site day-shift readiness are essential to succeed in this role in the Philippines.

Qualifications

• 1+ year BPO leadership experience or equivalent.
• Excellent English communication skills.
• Skilled in coaching, performance reviews and delivering day-shift coverage on-site.

Responsibilities

• Promote effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Communicate expectations to employees and provide timely updates and changes
• Provide subject matter expertise in handling escalated customer calls as needed

Skills

Call center leadership

English communication

Coaching & performance reviews

Job description

The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of associates.

Core Responsibilities

• Promote effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Communicate expectations to employees and provide timely updates and changes
• Provide subject matter expertise in handling escalated customer calls as needed

Qualifications

• 1+ year BPO leadership experience, strong in operations.
• Excellent English communication, manages targets & SLAs.
• Skilled in coaching, performance reviews, and on-site day shift ready.