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Working Team Lead

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Helpware

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Location:
Philippines , Cebu

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Team Leader will be responsible for managing, leading, and overseeing the activities of a team of CSRs, ensuring that each individual meets and exceeds the standards set by the company and the client.

Job Responsibility:

  • Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner
  • Provides continual evaluation of process and procedures
  • Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers
  • Provides statistical and performance feedback and coaching daily to each team member
  • Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
  • Ensure to write and administer performance reviews for skills improvement
  • Manage nesting agents to ensure proper performance before moving to the operations floor
  • Incorporate performance interventions to accelerate learning
  • Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics
  • Assist Operations Manager to resolve customer complaints and issues
  • Handling employee related issues and monitoring transactions
  • Monitor Team performance in terms of e.g. NPS, CSAT, FCR, Adherence, and Attrition etc
  • Ensure that employees adhere to the company’s policies, procedures, guidelines, rules, and work
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary
  • Support recapture and retargeting activities and demonstrate proficiency in Zendesk
  • Perform customer support duties in addition to Team Lead responsibilities
  • Be trained by Client and ensure that Customer Support personnel are appropriately trained
  • Manage the day-to-day performance of Customer Support based on Client training

Requirements:

  • Minimum of 2+ years' experience, preferably in the BPO industry or in the same capacity with excellent experience in people and client management
  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Excellent decision-making skills
  • Must be amenable to work on graveyard and shifting schedules

Additional Information:

Job Posted:
January 26, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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