Team Leader, Operations & Performance Coach

Relia Sourcing; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Relia Sourcing in the Philippines seeks a Team Leader to guide a busy customer service department, monitor performance, and ensure adherence to process standards. You will oversee daily operations, manage escalations, and maintain a positive work culture.

The role includes developing QA processes, coaching agents, and reporting on performance metrics to senior management. Strong leadership and communication skills are essential for success.

Qualifications

• Team Leader with 2 years minimum experience.

Responsibilities

• Monitor and manage a department to provide diverse information to customers.
• Report to Managers any violations and daily performance metrics.
• Support the knowledge of agents and uplift department performance.
• Develop and perform Quality Assurance/Quality Control for emails and calls.
• Motivate and coach teams to exceed management targets.
• Maintain clear communication of processes and escalation handling.

Skills

Team Leader

Job description

Relia Sourcing in the Philippines seeks a Team Leader to guide a busy customer service department, monitor performance, and ensure adherence to process standards. You will oversee daily operations, manage escalations, and maintain a positive work culture.

The role includes developing QA processes, coaching agents, and reporting on performance metrics to senior management. Strong leadership and communication skills are essential for success.