TEAM MANAGER

Talent Outsourcing Channel Solutions; Cebu City; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Career development

Inclusive culture

Flexible schedules

Training programs

Employee recognition

Immediate hire

Job summary

Talent Outsourcing Channel Solutions is seeking a dynamic Team Leader/Team Manager to oversee a customer service team in Manila City. This full-time role focuses on coaching, performance management, and ensuring service quality across accounts.

Ideal candidates have 2–3 years of supervisory experience in a call center, strong communication skills, and the ability to manage schedules and onboarding. Competitive benefits and immediate hiring opportunities are offered.

Qualifications

• Experience supervising a team in a call centre or customer service setting (2–3+ years).
• Willingness to work flexible schedules including weekends/holidays.
• Strong communication and interpersonal skills with coaching ability.
• Proven track record in reporting, performance metrics, and SLA adherence.
• Experience with recruitment and onboarding activities.

Responsibilities

• Supervise and manage a team of customer service representatives, ensuring adherence to policies and SLAs.
• Monitor performance metrics like call handling times and customer satisfaction.
• Conduct coaching and performance reviews for team development.
• Investigate and resolve escalated issues with professionalism and empathy.
• Maintain attendance, scheduling, and performance data.
• Identify training needs and coordinate opportunities.
• Foster a positive, collaborative team environment.
• Report KPIs to senior management and ensure QA processes are followed.
• Participate in recruitment and onboarding as needed.

Skills

Team leadership

Call center experience

Coaching

Performance management

Scheduling software

Customer service

Communication skills

Recruitment

MS Office

Education

2-year undergraduate degree

Bachelor's degree advantageous

Tools

MS Office

Call center systems

Job description

About Us

Talent Outsourcing Channel Solutions is a leading provider of customer service and contact centre solutions. We specialise in delivering exceptional customer experiences through innovative outsourcing strategies and dedicated team management. Our commitment to excellence, combined with our client-focused approach, has made us a trusted partner for businesses seeking reliable customer service operations. We pride ourselves on fostering a supportive work environment where our employees can thrive and develop their careers.

About the Role

We are seeking a dynamic and experienced Team Leader/ Team Manager to join our growing operation in Manila City, Metro Manila on a full-time basis. This is an excellent opportunity for immediate hiring, with the ideal candidate ready to make an impact from day one. As Team Leader, you will be responsible for overseeing a team of customer service representatives, ensuring service quality excellence, and driving operational efficiency. This role is pivotal in maintaining our high standards of customer satisfaction whilst supporting the professional development of your team members.

Key Responsibilities

1. Supervise and manage a team of customer service representatives, ensuring adherence to company policies, procedures, and service level agreements

2. Monitor team performance metrics, including call handling times, customer satisfaction scores, and first-call resolution rates

3. Conduct regular coaching, training and performance reviews to support team members' professional development and career progression

4. Investigate and resolve escalated customer complaints and service issues with professionalism and empathy

5. Maintain accurate records of team attendance, scheduling, and performance data

6. Identify training needs within the team and coordinate development opportunities

7. Foster a positive, collaborative team environment that encourages motivation and engagement

8. Report on key performance indicators and provide regular updates to senior management

9. Ensure quality assurance processes are followed consistently across the team

10. Participate in recruitment and onboarding activities for new team members as required

What We're Looking For

1. Proven supervisory or team leadership experience in a call centre or customer service environment, ideally of 2-3 years or more

2. Requirements: -2-year undergraduate degree (communications arts and education majors preferred) -At least 1-5yrs (or more) of proven experience as a call center/BPO Team Lead/Team Manager -Experience in various accounts including telecommunications (telco), Technical Support and Customer Service or similar BPO accounts is an advantage -Excellent communication skills -Experience in developing talents to its full potential -Effective communication and interpersonal skills -Proficient in creating reports and in using MS Office -Must be willing to work flexible schedules (including weekends and holidays)

3. Strong understanding of customer service principles and best practices within the outsourcing industry

4. Excellent communication skills, both written and verbal, with the ability to articulate expectations clearly

5. Demonstrated ability to motivate and inspire team members to achieve performance targets

6. Proficiency in performance management, scheduling software, and call centre systems or willingness to quickly learn them

7. Problem-solving skills and the ability to handle challenging situations with composure

8. Knowledge of quality assurance processes and performance metrics in customer service operations

9. Strong organisational and time-management abilities

10. Flexibility to work shifts as required by operational needs

11. Bachelor's degree or equivalent professional experience in a related field is advantageous

What We Offer

We are committed to supporting our employees with a competitive benefits package and opportunities for career advancement. Our offerings include:

1. Competitive salary package commensurate with experience and qualifications

2. Health and wellness benefits to support your overall wellbeing

3. Opportunities for professional development and career progression within a growing organisation

4. A supportive, inclusive team environment that values collaboration and mutual respect

5. Flexible scheduling options where possible to support work-life balance

6. Access to training and certification programmes relevant to the outsourcing industry

7. Employee recognition programmes celebrating outstanding performance and dedication

8. Immediate hiring process allowing you to join our team promptly