Team Leader - Customer Service Cebu

TASQ Staffing Solutions; Cebu City; On-site; PHP 446,000 - 670,000; Full time

Job summary

TASQ Staffing Solutions in Cebu on site is seeking a Team Leader to manage a production team of 10-15 agents, ensuring KPIs such as absenteeism, CSAT, AHT and quality are met daily and monthly.

You will coach, mentor, and implement reporting mechanisms, handle client escalations, and coordinate with MIS and Quality to drive improvements. A Bachelor's degree and 2+ years in a Team Leader role in a contact center/BPO are required.

Qualifications

• Bachelor's degree required
• Minimum 2 years as Team Leader in a Contact Center/BPO
• Experience in Voice/Chat support in a Contact Center/BPO required

Responsibilities

• Manage a production team of 10-15 agents
• Ensure KPIs are met or exceeded daily and monthly
• Coach and develop team members, document feedback
• Handle client escalations and coordinate with MIS/Quality
• Conduct team activities, huddles and RnR events
• Mentor new entrants and review team performance weekly
• Support PMS exercises and performance reviews

Skills

Team management

MS Office

Verbal communication

MIS reporting

Problem solving

Education

Bachelor's Degree

Tools

MS Office

CRM

Job description

Job Description:

Work Setup: Onsite

Location: Cebu

Qualifications:

• Bachelors Degree
• Minimum of 2 years experience in a Team Leader position is required in a Contact Center / BPO
• Experience in Voice/Chat support in a Contact Center/BPO is required

Principal Responsibilities:

• Responsible for managing a production team of 10-15 agents
• Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.
• Motivating associates through effective management, career development & implementation of reporting mechanisms.
• Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
• Capable of handling client escalations
• Liaison with other departments like MIS and Quality for calibrations and to gather feedback and mold it into qualitative feedback for the agent
• Conducting Team outings, huddles and other RnR activities
• Mentor and assist new entrants in the team
• Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
• Drive Pragati, GB and SS projects in the process
• Take production calls/chats whenever required

Critical Skills Required:

• Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent verbal & written communication & presentation skills
• Good Interpersonal & people management skills with good problem solving approach
• Good analytical skills for MIS, number crunching & reporting to internal & external customers
• Ability to exercise managerial judgment and perform as a mentor