Team Leader – URGENT HIRING
Philweb Quezon City Full-time
Job Summary
The Team Leader is responsible for people management, KPI ownership, and employee development, with a strong focus on behavioral coaching and operational leadership.
Successful candidates must be willing to undergo a 15-day PAID training program as part of the onboarding process.
Key Responsibilities- People & KPI Management
- Manage team performance against defined KPIs and targets
- Monitor productivity, QA, attendance, and behavior
- Conduct regular performance reviews and KPI discussions
- Identify underperformance and implement corrective actions
- Coaching & Employee Improvement
- Deliver behavioral and performance-based coaching
- Lead and monitor Performance Improvement Plans (PIP)
- Ensure coaching documentation and compliance standards are met
- Drive continuous employee improvement and engagement
- Process Knowledge & Escalation Handling
- Maintain strong working knowledge of all CS processes
- Review and validate escalated cases
- Ensure consistent application of SOPs and policies
- Collaborate with SMEs on complex decisions
- Officer-in-Charge (OIC) Responsibilities
- Act as Officer in Charge during assigned shifts
- Manage overall Customer Service operations based on:
o Volume
o Risk
o Time-sensitive situations- Coordinate resources and provide direction during incidents or peak hours
- Cross-LOB & Business Support
- Support other lines of business as operational needs arise
- Contribute to initiatives that help the company reach goals and targets
- Represent Customer Service leadership in operational discussions
- PAGCOR Escalations Investigation
- Needs to create investigation for PAGCOR concern escalation
- College graduate
- At least 3–5 years of experience as a Team Leader in a BPO / call center environment
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Ability to handle escalations and resolve customer concerns effectively
- Proficient in Microsoft Office applications (Excel, Word, PowerPoint)
- Experience managing customer service or technical support teams
- Strong knowledge of call center KPIs (AHT, CSAT, FCR, QA scores, adherence)
- Experience in performance management and coaching
- Ability to analyze performance reports and identify improvement areas
- Willing to work on shifting schedules, weekends, and holidays if required
- Willing to undergo 15-day training and assessment
- Initial screening/interview (HR)
- Operations Interviews (Level 1 & Level 2)
- Job offer
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