Team Leaders (Project-based) - Outbound | Philippines

Shelby American, Inc.; Cambridge (MA); Remote; USD 60,000 - 100,000; Full time

Job summary

A leading company in the Business Process Outsourcing industry is looking for a Team Leader to manage high-volume outbound call teams. The role involves driving performance, ensuring operational efficiency, and maintaining high standards of customer interactions. The ideal candidate will have a strong background in leadership and outbound sales, as well as experience in monitoring team performance and compliance with industry regulations.

Benefits

Work from home

Exceptional team culture

Opportunities for growth

Qualifications

• 3+ years in high-volume outbound calling.
• 1-2 years in a supervisory role managing a team.
• Proven record of meeting performance targets.

Responsibilities

• Lead and supervise a high-performing outbound call team.
• Implement strategies for high-volume outbound calling.
• Track team performance against KPIs and provide reports.

Skills

Leadership

Communication

Analytical Skills

Organizational Skills

Tools

CRM Systems

Call Center Software

Reporting Tools

Job description

All Jobs > Team Leaders (Project-based) - Outbound | Philippines

We are seeking Team Leaders with a proven track record in managing high-volume outbound call teams. This role is ideal for a results-driven individuals with strong leadership skills and a background in overseeing large teams focused on outbound sales, customer engagement, or lead generation.

As the Team Leader, you will be responsible for driving team performance, ensuring operational efficiency, and maintaining high standards of customer interactions, all while meeting aggressive call volume and performance targets.

Key Responsibilities:

Team Leadership & Performance Management

• Lead and supervise a high-performing team of outbound call agents, ensuring they meet daily, weekly, and monthly targets for call volume, sales, and customer engagement.
• Provide continuous coaching, training, and support to improve agents' productivity, effectiveness, and sales conversion rates.
• Conduct regular performance reviews and set clear, achievable goals for team members to ensure growth and professional development.

High-Volume Call Management:

• Develop and implement strategies for managing and executing high-volume outbound calling campaigns efficiently and effectively.
• Monitor and ensure agents maintain call quality while meeting the required call quotas.
• Use performance data to continuously optimize calling processes, ensuring the team works at peak productivity without sacrificing quality.

Motivation & Team Development:

• Foster a positive, motivating, and competitive team environment, encouraging agents to consistently perform at their best.
• Handle team dynamics, resolve conflicts, and manage morale to ensure a cohesive and results-driven workforce.
• Recognize top performers and provide constructive feedback to those who need improvement.

Quality Control & Compliance:

• Ensure outbound calls are made in compliance with company policies, industry regulations, and best practices.
• Perform regular call audits to ensure quality standards are met and that agents are adhering to scripts, guidelines, and customer service protocols.
• Implement corrective actions where necessary and ensure team compliance with legal and ethical standards.

Performance Reporting & Analytics:

• Track team performance against KPIs, including call volume, sales, and customer satisfaction, providing regular reports to management.
• Analyze performance trends to identify opportunities for improvement and adjust strategies accordingly.
• Provide actionable insights based on data to optimize the team’s calling processes and outcomes.
• Work closely with other departments, such as marketing, sales, and customer service, to ensure alignment of outbound calling strategies and goals.
• Ensure consistent communication and collaboration within the team to streamline workflows and address any challenges that arise.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements

Experience:

• Amenable to a project-based employment opportunity.
• At least 3+ years of experience in a high-volume outbound calling environment, with a strong emphasis on sales, lead generation, or customer engagement.
• Minimum of 1-2 years in a supervisory or leadership role, managing a team of outbound agents in a fast-paced setting.
• Proven success in meeting or exceeding performance targets and driving team success in high-pressure situations.

Skills:

• Strong leadership skills with the ability to inspire and motivate a large team to achieve and exceed targets.
• Excellent verbal and written communication skills, with the ability to communicate effectively with both the team and management.
• Data-driven mindset with strong analytical skills to track and optimize team performance.
• Ability to handle large volumes of work, maintain focus, and keep the team organized and on track in a high-pressure environment.

Additional Requirements:

• Proficiency with CRM systems, call center software, and reporting tools (e.g., Salesforce, HubSpot, etc.).
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
• Ability to thrive in a target-driven, high-volume environment while ensuring quality and compliance.

Preferred Qualifications:

• Experience in managing outbound call teams in industries such as sales, telecommunications, or customer service.
• Experience with outbound dialing systems and managing campaign performance in a call center.
• Knowledge of performance management tools and techniques, including creating and using performance dashboards.