Team Leader

SPi Global (now Straive); Parañaque; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

SPi Global (now Straive) in Metro Manila is seeking a Team Leader to drive operational excellence and coach a high-performing contact-center team. The role focuses on mentoring agents, managing real-time queues, and ensuring adherence to service levels.

The ideal candidate has at least 1 year in a supervisory role within a fast-paced environment, with strong communication skills and proficiency in MS Office to leverage performance data for decision-making.

Qualifications

• Educational background: Completed Bachelor's degree in any course.
• Leadership experience: Minimum of 1 year in a Team Leader or Supervisory role in a fast-paced environment.
• Domain expertise: At least 6 months of hands-on experience handling voice-account customer service workflows.
• Communication mastery: Exceptional written and verbal articulation with ability to connect, persuade, and influence.
• Data literacy: Highly proficient in MS Office (Excel, Word) for leveraging performance data.

Responsibilities

• Drive Operational Excellence: guide team to exceed SLAs and customer expectations.
• Cultivate & coach talent: mentor and develop agents into top performers.
• Optimize daily workflows: oversee queues and interactions to ensure policy alignment and service quality.

Skills

Leadership

Communication

Data analysis

Education

Bachelor's degree

Tools

MS Office

Excel

Job description

Key Responsibilities

• Drive Operational Excellence: Champion a culture of high performance, guiding your team to consistently exceed customer expectations and shatter service-level targets (SLAs).

• Cultivate & Coach Talent: Serve as a mentor by providing actionable feedback, identifying skill gaps, and building tailored development pathways to transform agents into top-tier performers.

• Optimize Daily Workflows: Strategically oversee real-time queues and interactions to protect service integrity, champion quality standards, and ensure total policy alignment.

Job Requirements

• Educational Background: Completed Bachelor's degree in any course.

• Leadership Experience: Minimum of 1 year of proven success in a Team Leader or Supervisory role within a fast-paced environment.

• Domain Expertise: At least 6 months of direct hands-on experience handling voice-account customer service workflows.

• Communication Mastery: Exceptional written and verbal articulation, with a natural ability to connect, persuade, and influence at all organizational levels.

• Data Literacy: Highly proficient in MS Office (Excel, Word) with a passion for leveraging granular performance data and performance metrics to drive business decisions.