Travel BPO Team Leader – Onsite, Shift-Based

Confidential; Iloilo; Presencial; PHP 357.000 - 536.000; Tempo integral

Resumo da vaga

Confidential is seeking a Team Lead to manage a 20-25 agent team handling inbound calls and emails, with a focus on coaching, performance reporting, and escalation resolution. The role emphasizes effective process control and maintaining voice standards.

Ideal candidates have 2-3 years in a supervisor or TL role in a Travel/BPO setting, proficiency in MS Office and Excel, and willingness to work onsite with shifting schedules.

Qualificações

• Preferably college graduate but can accept college undergraduate.
• With 2-3 years in supervisor or TL role in a BPO Operations set-up with Airline or Travel background.
• Knowledgeable in computer MS applications & Excel.
• Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes is a PLUS.
• Amenable to work fulltime onsite and on shifting schedule.

Responsabilidades

• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Team Lead has to re-enforce and drive all product related updates in team and handle escalated calls.
• Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.

Conhecimentos

Team leadership

Coaching & mentoring

Escalation handling

Formação

College degree or college undergraduate

Ferramentas

MS Office

Excel

Descrição da vaga

Confidential is seeking a Team Lead to manage a 20-25 agent team handling inbound calls and emails, with a focus on coaching, performance reporting, and escalation resolution. The role emphasizes effective process control and maintaining voice standards.

Ideal candidates have 2-3 years in a supervisor or TL role in a Travel/BPO setting, proficiency in MS Office and Excel, and willingness to work onsite with shifting schedules.