Team Leader, Customer Care & Coaching

Alta Resources (Philippines) Corporation; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Alta Resources (Philippines) Corporation is seeking a Team Leader to guide a Customer Care team in delivering high-quality service to clients and customers. You will lead a group of representatives, monitor performance, and coach staff to meet client objectives.

The role requires a Bachelor's degree, at least two years in call center or sales, and proven leadership with strong English, organizational, and analytical skills.

Qualifications

• Bachelor's degree is required.
• At least two years of call center, customer service, or sales experience.
• At least two years of leadership experience.
• Excellent English written and verbal skills.
• Strong organizational, time management, and analytical skills.
• Ability to read, analyze, and interpret general business materials.
• Ability to write reports and procedures.
• Ability to present information to groups of managers, clients, customers, and the public.
• Proficient with MS Word, Excel, PowerPoint, Outlook and Internet navigation.

Responsibilities

• Supervises and coordinates activities of Customer Care Representatives to maximize consumer satisfaction, loyalty, performance metrics and quality.
• Conducts and/or participates in team meetings to communicate objectives and provide updates.
• Monitors calls to observe demeanor, accuracy, and adherence to quality standards.
• Recommends corrective action to address customer issues.
• Provides coaching and development to improve performance.
• Prepares schedules, tracks attendance, maintains records, approves time sheets, monitors PTO and incentives.
• Implements performance corrections for attendance and policy infractions.
• Conducts performance reviews and recruits new staff.
• Trains new employees within the department.
• Manages staffing levels and assigns duties to meet client expectations.

Skills

Leadership

English proficiency

Coaching

Time management

Analytical skills

Staffing

Scheduling

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Alta Resources (Philippines) Corporation is seeking a Team Leader to guide a Customer Care team in delivering high-quality service to clients and customers. You will lead a group of representatives, monitor performance, and coach staff to meet client objectives.

The role requires a Bachelor's degree, at least two years in call center or sales, and proven leadership with strong English, organizational, and analytical skills.