Team Leader | Night Shift | Onsite (BGC, Taguig)

HGS Offshore Staffing Solutions; Taguig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

HGS Offshore Staffing Solutions is seeking a Team Leader – Customer Service Operations for night shift onsite in the Philippines. You will lead 10–15 agents, manage daily operations to meet SLAs, and drive performance through coaching while upholding data security and policy compliance.

The role requires strong leadership, communication, and analytical skills with 3–4 years in a supervisory capacity within a call center environment.

Qualifications

• Bachelor’s degree in any discipline preferred.
• Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
• Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
• Excellent communication, analytical, and leadership skills.

Responsibilities

• Lead, manage, and motivate a team of 10-15 customer service agents.
• Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
• Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
• Enforce policies, SOPs, and compliance standards consistently.
• Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.
• Conduct call reviews and maintain data security, especially during off-peak hours.
• Share end-of-shift updates and coordinate with global teams for smooth transitions.

Skills

Leadership

Team management

Communication

Analytical skills

Education

Bachelor’s degree in any discipline

Tools

Five9

CRM tools

MS Office

Job description

Can Start ASAP
Night Shift | ONSITE

The Team Leader – Customer Service Operations is responsible for leading a team of customer service representatives. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability. The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.

Key Responsibilities:

• Lead, manage, and motivate a team of 10-15 customer service agents.

• Oversee daily operations, ensuring SLA adherence, productivity, and service quality.

• Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.

• Enforce policies, SOPs, and compliance standards consistently.

• Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.

• Conduct call reviews and maintain data security, especially during off-peak hours.

• Share end-of-shift updates and coordinate with global teams for smooth transitions.
  

Qualifications:

• Bachelor’s degree in any discipline preferred.

• Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.

• Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)

• Excellent communication, analytical, and leadership skills.