Team Leader (CS Head)

Relia Sourcing; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Relia Sourcing in the Philippines seeks a Team Leader to guide a busy customer service department, monitor performance, and ensure adherence to process standards. You will oversee daily operations, manage escalations, and maintain a positive work culture.

The role includes developing QA processes, coaching agents, and reporting on performance metrics to senior management. Strong leadership and communication skills are essential for success.

Qualifications

• Team Leader with 2 years minimum experience.

Responsibilities

• Monitor and manage a department to provide diverse information to customers.
• Report to Managers any violations and daily performance metrics.
• Support the knowledge of agents and uplift department performance.
• Develop and perform Quality Assurance/Quality Control for emails and calls.
• Motivate and coach teams to exceed management targets.
• Maintain clear communication of processes and escalation handling.

Skills

Team Leader

Job description

Job Description

Monitor,manageandmaintaina high levelof service and ensure performance standards arebeing achieved. Generate and communicate monthly statistical and operational reports. Handles performance management, disciplinary procedures, attendancemanagementand schedule adherence. Build andmaintaina positive working culture. Handling escalated complaints and queries.Ensure company policies and procedures are adhered to at all times.

Duties and Responsibilities

1. Making sure the department provides a wide variety of information to customers.
2. Report to Managers of any (misdemeanor; minor; major) violations.
3. Making reports of the daily performances
4. Supports the knowledge of agents.
5. Determineproblem areas that arise on the Shift and uplift to the Department manager.
6. Monitor performance and progress ofteam forstrengths and weaknesses to ensure proper procedures, policies, and expectations are followed according to the needs of the business.
7. Distribute information and ensure effective communication whilemaintaininga clear communication of process and procedurespertaining toemails andcallsconcern.
8. Develop and perform Quality Assurance/Quality Control in one of the following areas: performing audits to quality system standards such as emails and calls to assess the compliance to such systems, planning training in necessary fields, coaching, directing, and providingaccuratesolutions support for testing and design for CSR’s
9. Motivate and encourage their teams to perform and exceed management’s expectations and targets.
10. Maintainand follow up a line of communication escalated issues between the Departments.
11. Develop own resources andutilizescreative resolutions to resolve problems.

Qualifications & Skills

• Team Leader: 2 years (Required)