Team Leader (CS Head)

Reliasourcing; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

Reliasourcing is seeking a dedicated supervisor to monitor and manage performance, ensuring service standards are met. You will generate monthly reports, handle escalations, and foster a positive working culture while enforcing policies.

Responsibilities include QA/QC audits, coaching CSRs, and maintaining clear communication across departments to improve overall efficiency and customer satisfaction.

Qualifications

• Experience in performance management and disciplinary procedures.
• Ability to monitor attendance and schedule adherence.
• Strong communication and escalation handling.

Responsibilities

• Ensure the department provides a wide range of information to customers.
• Report to managers on any violations.
• Produce daily performance reports.
• Support agent knowledge and training.
• Identify and escalate problem areas to department managers.
• Monitor team performance and ensure procedures are followed.
• Distribute information and maintain clear communication of processes for emails and calls.
• Develop QA/QC through audits, training, coaching, and support for CSR testing and design.
• Motivate teams to exceed targets.
• Maintain escalated issue communication between departments.
• Develop resources and creative resolutions to problems.

Skills

Performance management

Quality Assurance

Team leadership

Customer service

Disciplinary procedures

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

• Making sure the department provides a wide variety of information to customers.
• Report to Managers of any (misdemeanor; minor; major) violations.
• Making reports of the daily performances
• Supports the knowledge of agents.
• Determineproblem areas that arise on the Shift and elevate to the Department manager.
• Monitor performance and progress ofteam forstrengths and weaknesses to ensure proper procedures, policies, and expectations are followed according to the needs of the business.
• Distribute information and ensure effective communication whilemaintaininga clear communication of process and procedurespertaining toemails andcallsconcern.
• 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
• Motivate and encourage their teams to perform and exceed management’s expectations and targets.
• Maintainand follow up a line of communication escalated issues between the Departments.
• Develop own resources andutilizescreative resolutions to resolve problems.