Team Leader - Night Shift (Angeles) | Great Benefits

Connext Global Solutions Inc

Philippines

On-site

PHP 446,000 - 781,000

Full time

5 days ago

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Benefits offered by this job

Life insurance

HMO Insurance

Great company culture

25% Night Differential

Perfect Attendance Bonus

Job summary

Connext Global Solutions Inc. in the Philippines is seeking a Team Leader to support a United States client. You will oversee daily contact center operations, guide a team, and ensure service levels meet client expectations.

This role emphasizes coaching, performance reviews, and ongoing development. The ideal candidate has at least 3 years in customer service or contact centers and 1+ year in a team-lead or supervisory role.

Qualifications

3+ years in customer service or contact center.
1+ year in a Team Lead, SME, coaching, supervisory, or similar role.

Responsibilities

Oversee day-to-day contact center operations and team performance.
Monitor productivity, quality, attendance, adherence, service levels and other KPIs.
Review team performance and identify gaps requiring coaching or corrective action.
Conduct regular performance reviews and provide constructive feedback to team members.
Manage escalated customer and operational concerns requiring management intervention.
Ensure teams follow processes, client requirements and service standards.
Provide coaching and development to improve individual and team results.
Coordinate staffing and workforce to maintain service coverage.