Team Leader

Private Advertiser; Filipinas; Presencial; PHP 279.000 - 446.000; Jornada completa

Descripción de la vacante

Private Advertiser is seeking a Team Leader to supervise a customer service team in a night-shift, onsite setup. You will coach the team, monitor performance against KPIs, and handle escalations to ensure timely resolution. The role requires 2+ years leading a BPO team and strong coaching and communication skills.

Responsibilities include managing attendance, generating performance reports, and ensuring adherence to client requirements and company policies.

Formación

• At least 2-3 years of BPO experience.
• At least 2 years of Team Leader experience.
• Strong leadership, communication, and coaching skills.
• Knowledgeable in BPO metrics (AHT, CSAT, QA, SLA).
• Willing to work on night shift schedules and onsite setup.
• Can start ASAP.

Responsabilidades

• Supervise and manage a team of Customer Service Representatives.
• Monitor team performance and ensure achievement of KPIs and targets.
• Conduct coaching, feedback, and performance evaluations.
• Handle escalated customer concerns and ensure timely resolution.
• Monitor attendance, productivity, and schedule adherence.
• Prepare performance reports and implement improvement plans.
• Ensure compliance with company policies and client requirements.

Conocimientos

Leadership

Communication

Coaching

Descripción del empleo

Job Description:

• Supervise and manage a team of Customer Service Representatives
• Monitor team performance and ensure achievement of KPIs and targets
• Conduct coaching, feedback, and performance evaluations
• Handle escalated customer concerns and ensure timely resolution
• Monitor attendance, productivity, and schedule adherence
• Prepare performance reports and implement improvement plans
• Ensure compliance with company policies and client requirements

Qualifications:

• At least 2-3 years of BPO experience
• At least 2 years of Team Leader experience
• Strong leadership, communication, and coaching skills
• Knowledgeable in BPO metrics (AHT, CSAT, QA, SLA)
• Willing to work on night shift schedules and onsite setup
• Can start ASAP