Team Leader - G1 Makati

Foundever Asia, Inc.; Philippines; On-site; PHP 500,000 - 700,000; Full time

Job summary

Foundever Asia, Inc. is seeking a capable Team Leader for our Philippines operations. You will oversee a group of customer service agents, ensuring calls are handled professionally and performance metrics are met.

You will provide direction, monitor KPI attainment, and report results to the Site Operations Manager. Mentoring agents for skill growth and career progression is a key part of the role.

Qualifications

• 2-3 years of team leader experience is required.
• B2B & B2C experience is a plus.
• Strong analytical thinking skills are required.
• Experience with KPI management is preferred.
• Proven people management abilities are essential.

Responsibilities

• Ensures that calls are handled professionally.
• Provides direction and guidance to guarantee achievement of key performance metrics.
• Measuring, reporting, and communicating metric goal attainment for the team.
• Communicates client and campaign issues to the Site Operations Manager.
• Ensures weekly call monitoring goals and scores for the team.
• Coaches and develops agents for skills growth and promotion opportunities.

Skills

Team Leadership Experience

B2B & B2C experience

Analytical Thinking

KPI Management

People Management

Job description

Responsibilities

In such a role, you are expected to:

• Ensures that calls are handled professionally.

• Provides direction and guidance to guarantee the consistent achievement of key performance metrics.

• Achieves, measures, reports, and communicates metric goal attainment for assigned team

• Ensures accurate and timely communication of client and campaign issues to the Manager Site Operations.

• Consistently achieves goals for a number of call monitoring per week and scores for an assigned team of customer service agents.

• Coaches, mentors, and develops agent team for skills expansion and promotional opportunities. Performs other duties as assigned

Qualification:

• At least 2-3 Years Team Leader Experience

• B2b & B2C exp. is a Plus

• Analytical Thinking Skills

• KPI Management

• People Management

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, sexuality, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.