Team Leader | Angeles Site

Connext Global Solutions Inc; Philippines; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Life insurance

HMO Insurance

Great company culture

25% Night Differential

Perfect Attendance Bonus

Job summary

Connext Global Solutions Inc. in the Philippines is seeking a Team Leader to support a United States client. You will oversee daily contact center operations, guide a team, and ensure service levels meet client expectations.

This role emphasizes coaching, performance reviews, and ongoing development. The ideal candidate has at least 3 years in customer service or contact centers and 1+ year in a team-lead or supervisory role.

Qualifications

• 3+ years in customer service or contact center.
• 1+ year in a Team Lead, SME, coaching, supervisory, or similar role.

Responsibilities

• Oversee day-to-day contact center operations and team performance.
• Monitor productivity, quality, attendance, adherence, service levels and other KPIs.
• Review team performance and identify gaps requiring coaching or corrective action.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Manage escalated customer and operational concerns requiring management intervention.
• Ensure teams follow processes, client requirements and service standards.
• Provide coaching and development to improve individual and team results.
• Coordinate staffing and workforce to maintain service coverage.

Skills

Team leadership

Coaching

Performance management

Customer service

Communication

Tools

CRM software

Job description

Req ID: 5170
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Team Leader who will be working with Connext's Client in the United States of America.

What's in it for you?

• Competitive compensation
• Perfect Attendance Bonus
• Life insurance
• HMO Insurance
• Great company culture
• 25% Night Differential
  

What is the job?

The Team Leader is responsible for assisting and supporting the teams in daily operations.

Responsibilities:

• Oversee day-to-day contact center operations and overall team performance.
• Monitor productivity, quality, attendance, adherence, service levels, and other key performance metrics.
• Review team performance results and identify performance gaps requiring corrective action or additional coaching.
• Conduct regular performance reviews and provide clear, constructive feedback to team members.
• Manage escalated customer and operational concerns requiring management intervention.
• Ensure team members consistently follow established processes, client requirements, and service standards.
• Provide coaching and performance guidance to improve individual and team results.
• Oversee training and development activities based on identified performance and skill gaps.
• Support employee engagement, recognition, and professional development initiatives.
• Communicate business goals, process changes, policies, and performance expectations to the team.
• Coordinate staffing and workforce requirements to maintain appropriate service coverage.
• Monitor operational conditions and make appropriate staffing or workflow adjustments.
• Review operational reports and identify trends, concerns, and opportunities for improvement.
• Ensure daily operations remain aligned with client expectations and established service standards.
• Serve as the management-level escalation point for complex customer, employee, and operational concerns.
• Partner with Team Leaders and Senior Team Members to resolve recurring issues and maintain service quality.
• Communicate relevant operational concerns, performance trends, and recommendations to management.
• Partner with internal and client stakeholders regarding operational updates and concerns.
• Identify recurring performance and operational issues and recommend improvements.
• Support process improvement initiatives to increase service quality, productivity, and operational efficiency.
• Develop and maintain team resources, process documentation, and training materials as needed.
• Ensure implementation of approved process and client changes across the team.

Qualifications:

• Minimum of three (3) years of experience in a customer service or contact center environment.
• Minimum of one (1) year of experience in a Team Lead, SME, coaching, supervisory, or similar team-support role.