Team Leader

Outsourcey; Taguig; In loco; PHP 800.000 - 1.200.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Career growth opportunities

Descrizione del lavoro

Outsourcey is seeking an experienced Contact Centre Leader to drive performance and people development in its Philippines-based operations. You will lead and coach teams, manage KPIs, and ensure world-class customer service while aligning with sales objectives and appointment scheduling.

In this role you will oversee day-to-day operations, implement training, monitor quality, and foster a positive, high-performance culture across remote and on-site staff.

Competenze

• Minimum 5 years in a contact centre environment.
• Minimum 2 years leading or supervising a contact centre team.
• Proven coaching and mentoring to improve team performance.
• Strong English written and verbal communication.
• Experience managing sales and customer service KPIs.
• Experience scheduling appointments.
• Ability to onboard staff and drive team growth.
• Excellent organisational and stakeholder management skills.
• Experience with CRM and contact centre systems.
• Ability to cultivate a high-performance culture.

Mansioni

• Lead, mentor, and develop contact centre teams.
• Provide ongoing coaching, call calibration, and feedback.
• Conduct regular one-on-one meetings and performance reviews.
• Model best practice customer interactions and sales behaviours.
• Identify training needs and create development plans.
• Foster a positive, accountable, high-performing team culture.
• Oversee day-to-day outsourced contact centre operations.
• Handle inbound and outbound inquiries; manage appointments.
• Monitor service levels and scheduling efficiency.
• Support workforce planning and new initiatives.

Conoscenze

Leadership

Coaching

Contact centre management

English communication

KPIs management

Scheduling appointments

Change management

Stakeholder management

CRM systems

Customer-focused culture

Strumenti

CRM software

Descrizione del lavoro

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements

• Minimum 5 years' experience in a contact centre environment.
• Minimum 2 years' experience leading, coaching, or supervising a contact centre or customer service team.
• Demonstrated success developing people and improving team performance through coaching and mentoring.
• Strong English communication and interpersonal skills, both written and verbal.
• Experience managing sales and customer service KPIs within a contact centre environment.
• Experience in scheduling appointments.
• Proven ability to lead change, onboard new staff, and support team growth.
• Strong organisational, problem-solving and stakeholder management skills.
• Experience using CRM and contact centre systems.
• Ability to build a positive, customer-focused, and high-performance culture.

Core responsibilities

Leadership & Coaching

• Lead, mentor, and develop both contact centre teams.
• Deliver ongoing coaching, call calibration, and performance feedback.
• Conduct regular one-on-one meetings and performance reviews.
• Lead by example by demonstrating best practice customer interactions and sales behaviours
• Identify training needs and implement development plans to improve capability.
• Foster a positive, accountable, and high-performing team culture.

Training & Onboarding

• Train and onboard new Contact Centre Operators.
• Develop team capability across customer service, sales, and operational processes.
• Ensure consistent adherence to company standards, scripts, and best practices.

Operational Management

• Oversee the day-to-day operation of the outsourced Contact Centre, including inbound sales enquiries, outbound web lead management, appointment booking, consultant diary management and appointment confirmation activities.
• Actively participate in frontline Contact Centre operations when required, including handling inbound calls, outbound web leads, appointment bookings and customer enquiries during peak periods, staff absences or high call volumes.
• Monitor web lead allocation to ensure all enquiries are actioned within agreed service level timeframes.
• Ensure consultant diaries are managed efficiently to maximise appointment availability and minimise travel time.
• Monitor call queues, workforce productivity, and service levels.
• Support workforce planning as additional team members are recruited.
• Assist with implementing new workstreams, including internal sales activities.

Performance Management

Drive achievement of team KPIs including:

• Appointment booking
• Call quality
• First Call Resolution
• Schedule adherence
• Web Lead Time to ActionLead-to-Appointment Conversion Rate

Analyse performance trends and implement improvement initiatives.

Manage escalated customer enquiries and support issue resolution.

Quality Assurance

• Complete regular call quality monitoring and evaluations
• Provide coaching based on quality assessments
• Ensure scripts, booking processes and customer service standards are consistently followed.
• Monitor CRM notes and booking accuracy
• Recommend and implement process improvements to enhance efficiency and customer experience.
• Support operational growth and scalability through effective leadership and workforce development.
• Work closely with leadership to support new initiatives and business expansion.

Systems & Compliance

• Ensure accurate CRM usage and reporting.
• Maintain compliance with company policies, privacy obligations, and operational procedures.
• Audit CRM records to ensure customer information, notes and appointments are complete and accurate.
• Promote a culture of quality, accountability, and continuous improvement.

Benefits

• Competitive salary Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.

Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!