Team Leader - Cebu

Foundever®; Cebu City; On-site; PHP 180,000 - 280,000; Full time

Job summary

Foundever Cebu City is seeking a dedicated Coach/Team Lead to drive performance for a customer service team. You will guide agents, monitor metrics, and ensure timely communications with the Site Operations Manager in a fast-paced call center environment.

The role focuses on coaching, developing talent, and maintaining high service standards while achieving weekly call monitoring goals and performance scores. On-site position in Cebu City, Philippines.

Qualifications

• 1 year of experience as Coach/Team Lead
• Experience in Customer Service
• Demonstrated interpersonal, coaching, and supervisory skills
• Excellent verbal and written communication skills
• Good computer skills (hardware, operating systems, Internet)
• Ability to set priorities and multi-task

Responsibilities

• Handle calls professionally and ensure high-quality service
• Provide direction to guarantee consistent achievement of key performance metrics
• Achieve, measure, report, and communicate metric goal attainment for the assigned team
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations
• Consistently achieve goals for call monitoring per week and for team scores
• Coach, mentor and develop agent team for skills expansion and growth opportunities
• Perform other duties as assigned

Skills

Coaching

Team leadership

Customer service

Job description

Job description

• Ensure that calls are handled professionally.

• Provide direction and guidance to guarantee consistent achievement of key performance metrics

• Achieve, measure, report, and communicate metric goal attainment for assigned team

• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.

• Consistently achieve goals for number of call monitoring per week and scores for assigned team of customer service agents.

• Coach, mentor and develop agent team for skills expansion and promotional opportunities.

• Perform other duties as assigned

Qualifications:

• At least with 1year of experience as Coach/Team Lead

• Must have experience in Customer Service

• Demonstrated interpersonal, coaching, and supervisory skills

• Excellent verbal and written communication skills

• Good computer skills (hardware, operating systems, Internet)

• Demonstrated ability to set priorities and multi-task