Team Leader - Bacolod, Philippines (Pooling)

Transcom

Bacolod

On-site

PHP 279,000 - 390,600

Full time

14 days+

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Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom is seeking a talented Team Leader for our Bacolod site in the Philippines. You will oversee a team of Specialists, ensuring high performance through coaching and performance management. The ideal candidate has strong experience in customer support and is adept at handling complex issues.

This role involves direct communication with clients and cross-functional teams, focusing on process improvement and team development. Benefits include Day 1 HMO, allowances, and loyalty incentives.

Qualifications

1+ years of experience leading or supervising a team in customer support.
3+ years of overall experience in customer support or technical support.
Strong experience with Workforce Management (WFM) principles.

Responsibilities

Supervise, motivate, and coach a team of Specialists.
Monitor individual and team performance metrics.
Collaborate with workforce management on day-to-day operations.

Skills

Team Leadership

Coaching

Performance Management

Communication

Conflict Resolution

CRM Systems

Tools

Helpshift

Zendesk

Salesforce

Job description

Team Leader - Bacolod, Philippines (Pooling)

Location: Philippines, Bacolod City

Job category: Operations

Language: English

Transcom is looking for talented individuals to join our team as the next Team Leader for our Bacolod site.

Key Responsibilities

Team Leadership & Coaching: Supervise, motivate, and coach a team of Specialists through 1:1 sessions, performance reviews, and calibration to foster a culture of high performance and continuous improvement.
Performance Management: Monitor individual and team metrics (e.g., Responses per Hour (RPH), Time to First Response (TFR), resolution rate, quality scores, CSAT/NPS) and implement targeted action plans to ensure all KPIs and SLAs are consistently met or exceeded.
Operational Excellence: Collaborate with workforce management teams on day-to-day workflow, scheduling, and queue distribution to ensure optimal coverage and ticket management during peak times and chaotic situations.
Rapid Response and Triage: Take ownership of emergent operational issues, queue alerts, and volume spikes. Execute quick data collection and analysis for these events, and be comfortable surfacing key details and findings directly to the client’s studio contacts (PoCs) for immediate action and visibility.
Complex Issue Ownership: Serve as the final point of escalation for high-priority, complex, or sensitive player issues, ensuring professional and swift resolution that maintains player loyalty.
Cross-Functional Communication: Act as a primary liaison between the Support Team and the client's internal Manager and be prepared to surface critical escalations and insights directly to the studio’s Product, Development, and Community Teams, especially when the Primary support contact is unavailable, ensuring continuous communication flow.
Process Improvement: Identify gaps in support processes, tools, and knowledge base articles, proposing and implementing solutions to enhance efficiency and the overall player experience.

What we are looking for

1+ years of experience directly leading, mentoring, or supervising a team in a fast-paced customer support environment, ideally within a non-voice, BPO, or gaming setting.
3+ years of overall experience in a customer support, technical support, or player support role.
Strong practical experience with Workforce Management (WFM) principles and the ability to effectively manage scheduling, adherence, and real-time operations for ticket queues.
Proven track record of successfully managing to improve non-voice KPIs, specifically AHT and resolution metrics.
Exceptional coaching, feedback, and conflict resolution skills suitable for a diverse team (gamer profiles).
High proficiency with CRM and ticketing systems (e.g., Helpshift, Zendesk, Salesforce) for reporting and queue management.

Preferred Qualifications

Experience in a BPO environment managing client relationships and reporting.
Familiarity with the technical requirements of a brick-and-mortar operation, including security and lab equipment setup.

Benefits