Team Leader - Customer Experience & Performance Coach

Sagility; Quezon City; Remote; PHP 558,000 - 893,000; Full time

Job summary

Sagility in Manila seeks a Team Leader to guide and coach a team of agents, monitor performance metrics, and ensure service levels meet client expectations. You will coordinate with Shift Manager, manage attendance, handle escalations, and drive process improvements while supporting work-from-home security policies.

The role emphasizes people management, coaching, and CPI initiatives, with weekly team meetings and close collaboration with HR and Workforce teams.

Qualifications

• Expert communication skills, both written and verbal.
• Computer / Digital Literacy such as Microsoft Office Suite, data entry, using multiple software applications simultaneously, strong general computer skills, and high comfort-level in intranet/internet navigation.
• Sense of Urgency
• Passion for Excellence
• Working in Team/Interpersonal Skills
• Work Organization
• People Management/Team Orientation
• Drive for Results/Execution
• Thriving in Change
• Expertise/Analytical Skills
• Product Knowledge
• Problem Solving
• Presentation Skills
• Facilitation Skills
• Coaching
• Process Improvement
• Performance Management
• Discipline Management

Responsibilities

• Ensure that Team Members meet productivity standards.
• Assist Shift Managers in ensuring that client service levels are met or exceeded.
• Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations.
• Monitor service calls, e-mails, and other contact methods to observe employee's demeanor, technical accuracy, and conformity to company policies.
• Monitor individual Team Members' statistics for Attendance, AHT, Productivity, and Quality.
• Recommend and apply corrective measures for Team Members who do not meet minimum performance metrics.
• Assign reports or projects to Team Members as needed.
• Work with Team Members to resolve grievances.
• Meet with team at least once a week to discuss issues and share best practices
• Responsivble in cascading policy/procedure updates and/or training flashes to the agents/CSRs.
• Communicate resignations from the team and other agent concerns to HR.
• Update employee attendance record in ESS and ensure records are sent to payroll timely.
• Escalate all employee concerns to HR Business Partner and Shift Manager
• Coordinate with Shift Manager and Workforce department about team member's shift, days off, and leaves
• Escalate Quality related issues to Shift Manager
• Note all situations that arise that were not covered in training or updates; inform teams to prevent repeats.
• Determine work procedures and expedite workflow.
• Recommend new or modifications to existing procedures to ensure CPI.
• Inform the Shift Manager when systems needed to handle calls are not working effectively.
• Recommends corrective services within client limits to adjust customer complaints.
• Strives to help the entire team when in need of assistance.
• Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better performance.
• Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance.
• Work with Escalation Agents to prepare them for future Team Leader positions.
• Identify team members who display potential for other positions within the company.
• Prepare a PA for each associate at the end of each year.
• Take escalated calls from Escalation Agents or from CSAs in the absence of EAs.

Skills

Communication skills

Computer literacy

People management

Coaching

Process improvement

Problem solving

Presentation skills

Team work

Drive for results

Analytical skills

Job description

Sagility in Manila seeks a Team Leader to guide and coach a team of agents, monitor performance metrics, and ensure service levels meet client expectations. You will coordinate with Shift Manager, manage attendance, handle escalations, and drive process improvements while supporting work-from-home security policies.

The role emphasizes people management, coaching, and CPI initiatives, with weekly team meetings and close collaboration with HR and Workforce teams.