Team Leader | Utilities / Telecom / BFSI

Recruitify_HR; Taguig; On-site; PHP 660,114 - 790,686; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Incentives

HMO

Annual Company Trip

Free Meals

Sleeping Quarters

Job summary

A leading BPO company in Taguig is seeking an experienced Contact Center Team Leader to oversee a team providing voice and chat support. The candidate will be responsible for team performance, driving KPIs and enhancing customer experience. Applicants should have at least 2 years' experience in contact centers and in leadership roles, and possess strong management and analytical skills. This role requires working in a dynamic 24/7 environment, encouraging a focus on exemplary customer service.

Qualifications

• At least 2 years of contact center experience.
• At least 2 years of experience as a Team Leader or Supervisor in a BPO setting.
• Experience handling voice and chat customer service teams.

Responsibilities

• Lead, supervise, and motivate a team of customer service associates handling voice and chat interactions.
• Monitor team performance and ensure achievement of contact center KPIs.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle customer escalations and ensure timely resolution of complex concerns.
• Analyze reports and performance data to identify performance improvement opportunities.

Skills

Strong knowledge of contact center metrics and performance management

Excellent leadership and people management skills

Strong coaching and performance management abilities

Customer-focused mindset

Effective problem-solving and decision-making skills

Ability to handle customer escalations professionally

Strong analytical and reporting skills

Ability to work in a 24/7 operational environment

Education

Bachelor’s degree or equivalent work experience

Job description

BPO Team Leader (Voice & Chat) | Utilities / Telecom / BFSI | Up to ₱65K | BGC

Company: Tata Consultancy Services

Location: Taguig City – BGC

Work Setup: Full On-site

Shift: Day Shift / Night Shift (24/7 Operations)

Headcount: 10

Interview Process: Virtual

Job Summary

We are looking for an experienced Contact Center Team Leader to lead and manage a team of customer service associates handling voice and chat support. The ideal candidate will be responsible for driving team performance, ensuring excellent customer experience, and achieving key contact center KPIs.

Key Responsibilities

• Lead, supervise, and motivate a team of customer service associates handling voice and chat interactions.
• Monitor team performance and ensure achievement of contact center KPIs such as AHT, CSAT, QA, SLA, and productivity.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle customer escalations and ensure timely resolution of complex concerns.
• Analyze reports and performance data to identify performance improvement opportunities.

Required Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 2 years of contact center experience.
• At least 2 years of experience as a Team Leader or Supervisor in a BPO setting.
• Experience handling voice and chat customer service teams.

Preferred Industry Experience

Candidates with experience supporting the following domains are preferred:

• Utilities
• Telecom
• Insurance

Key Skills

• Strong knowledge of contact center metrics and performance management.
• Excellent leadership and people management skills.
• Strong coaching and performance management abilities.
• Customer-focused mindset.
• Effective problem-solving and decision-making skills.
• Ability to handle customer escalations professionally.
• Strong analytical and reporting skills.
• Ability to work in a 24/7 operational environment.

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

Working Location

3rd floor upper mckinley, One World Square. G2PX+27H, Upper McKinley Hl, Taguig, 1634 Metro Manila, Philippines