Team Leader: KPI-Driven Coaching & Call Center Ops

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

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.