Call Center Team Lead (Telco) - TP Cebu Insular

About the role

As a Call Center Team Lead (Telco) at Teleperformance, you will be responsible for leading a team of customer service representatives who provide excellent support to our telecommunications clients. In this full-time, on-site role in Cebu City, Cebu, you will be the driving force behind maintaining high performance standards and creating a positive, collaborative work environment for your team.

• Supervise and coach a team of customer service representatives to ensure they deliver exceptional service to our clients
• Monitor team performance and provide regular feedback to drive continuous improvement
• Identify training needs and deliver coaching to upskill the team
• Manage employee schedules, attendance, and productivity
• Collaborate with other teams and departments to resolve complex customer issues
• Escalate and report issues to management as needed
• Ensure adherence to company policies, procedures, and quality standards

• 3 years of experience in a call center or customer service team lead role, preferably in the telecommunications industry
• Strong communication and interpersonal skills to effectively lead and motivate a team
• Excellent problem-solving and decision-making abilities
• Proficiency in data analysis and performance reporting
• Ability to multitask and prioritize in a fast-paced environment
• Fluency in English, both verbal and written