Team Leader | Onsite Cebu

Role Overview:

The Team Leader is accountable for meeting key performance metrics while fostering a culture of ownership, accountability, and customer-centricity.

Key Responsibilities:

• Lead, manage, and motivate a team of 10-15 customer service agents.
• Oversee daily operations, ensuring SLA adherence, productivity, and service quality.
• Track key metrics (AHT, CSAT, FCR, QA, SLA) and drive performance through coaching and reviews.
• Enforce policies, SOPs, and compliance standards consistently.
• Collaborate with Quality, WFM, and Training teams to ensure aligned service delivery.
• Conduct call reviews and maintain data security, especially during off-peak hours.
• Share end-of-shift updates and coordinate with global teams for smooth transitions.

Qualifications:

• Bachelor’s degree in any discipline preferred.
• Experience in a customer service in a call center environment, with at least 3–4 years in a team leader or supervisory role.
• Proficiency in MS Office and CRM/telephony tools (Five9 – proficiency preferred)
• Excellent communication, analytical, and leadership skills.