TEAM LEADER

HRTX; Cebu City; On-site; PHP 420,000 - 540,000; Full time

Job summary

HRTX in Cebu City, Philippines is seeking a dynamic Team Lead to drive performance and operational excellence within our customer service team. You will oversee daily team functions, coach members to meet KPIs, and ensure alignment with client goals and service quality standards.

The role requires strong communication, a proactive mindset, and the ability to motivate staff, manage schedules, and sustain high CSAT.

Qualifications

• 2+ years in a leadership role, preferably in retail or customer service campaigns.
• Open to undergraduates with strong leadership potential and willingness to learn.
• Strong communication skills, both verbal and written.
• Analytical mindset to review performance metrics.
• Proven ability to lead teams and drive continuous improvement.

Responsibilities

• Serve as the primary contact for team inquiries and resolve issues promptly.
• Set clear performance goals and deadlines; drive accountability.
• Develop strategies to improve adherence to policies and targets.
• Lead regular team meetings to share updates and align on expectations.
• Prepare and present performance reports to management and stakeholders.
• Ensure workplace branding and standards are maintained.
• Provide real-time coaching during escalations and operational challenges.
• Monitor KPIs including upselling, rewards, credit acceptance, and CSAT.
• Evaluate call quality and coach for improvement.
• Collaborate with cross-functional teams and participate in calibration sessions.
• Support hiring and onboarding processes for new hires.

Skills

Leadership

Customer Service

Coaching

KPI-driven

Education

Undergraduate student

Job description

Job Title: Team Lead
Location: CEBU, Philippines
Employment Type: Full-time
Industry: BPO / Customer Service / Retail Campaigns

Job Summary:
We are seeking a dynamic and experienced Team Lead to drive performance and operational excellence within a customer service team. This role involves overseeing daily team functions, coaching members to meet key performance indicators (KPIs), and ensuring alignment with client goals and service quality standards. A proactive mindset, strong communication skills, and a passion for leading teams are essential for success in this position.

Key Responsibilities:

• Serve as the primary point of contact for team-related inquiries and resolve issues in a timely manner.
• Set clear performance goals and deadlines, encouraging accountability across the team.
• Develop and execute strategies to improve compliance with company policies and operational targets.
• Conduct regular team meetings to share updates, align on performance expectations, and promote best practices.
• Prepare and present performance reports to management and stakeholders.
• Ensure physical and branding standards within the workplace are consistently met.
• Handle customer interactions directly when needed, providing exceptional service and addressing concerns effectively.
• Drive achievement of KPIs including upselling, member rewards, credit acceptance, and CSAT (Customer Satisfaction) scores.
• Monitor service quality through call evaluations and provide coaching for improvement.
• Collaborate with cross-functional teams and participate in quality, CSAT, and performance calibration sessions.
• Provide real-time support and guidance during escalations or operational challenges.
• Track team progress and facilitate quality improvement initiatives regularly.
• Offer floor support and assist in real-time issue resolution.
• Monitor and manage schedule adherence, shrinkage, and attrition.
• Conduct weekly business reviews and represent management when required.
• Motivate team members through effective communication, training, and skills development.
• Support the hiring and onboarding process, ensuring a seamless transition for new employees.

Qualifications:

• At least 2 years of experience in a leadership role, preferably in a retail or customer service campaign.
• Open to undergraduates with strong leadership potential and willingness to learn.
• Strong communication skills (both verbal and written), with the ability to engage effectively with stakeholders.
• Analytical mindset with the ability to review and act on performance metrics.
• Proven ability to lead and inspire teams, adapt to change, and drive continuous improvement.

Mandatory Skill: Customer Service Helpdesk
Experience Level: 13 Years