Team Leader - Immediate Hiring!
About Us
Talent Outsourcing Channel Solutions is a leading provider of customer service and contact centre solutions. We specialise in delivering exceptional customer experiences through innovative outsourcing strategies and dedicated team management.Our commitment to excellence, combined with our client-focused approach, has made us a trusted partner for businesses seeking reliable customer service operations. We pride ourselves on fostering a supportive work environment where our employees can thrive and develop their careers.
About the Role
We are seeking a dynamic and experienced Team Leader to join our growing operation in Manila City, Metro Manila on a full-time basis. This is an excellent opportunity for immediate hiring, with the ideal candidate ready to make an impact from day one.As Team Leader, you will be responsible for overseeing a team of customer service representatives, ensuring service quality excellence, and driving operational efficiency. This role is pivotal in maintaining our high standards of customer satisfaction whilst supporting the professional development of your team members.
Key Responsibilities- Supervise and manage a team of customer service representatives, ensuring adherence to company policies, procedures, and service level agreements
- Monitor team performance metrics, including call handling times, customer satisfaction scores, and first-call resolution rates
- Conduct regular coaching, training and performance reviews to support team members' professional development and career progression
- Investigate and resolve escalated customer complaints and service issues with professionalism and empathy
- Maintain accurate records of team attendance, scheduling, and performance data
- Identify training needs within the team and coordinate development opportunities
- Foster a positive, collaborative team environment that encourages motivation and engagement
- Report on key performance indicators and provide regular updates to senior management
- Ensure quality assurance processes are followed consistently across the team
- Participate in recruitment and onboarding activities for new team members as required
- Proven supervisory or team leadership experience in a call centre or customer service environment, ideally of 2-3 years or more
- Requirements:
✔ At least 2-year undergraduate degree (Communications Arts & Education majors preferred)
✔ 1–5+ years of proven experience as a BPO Team Lead or Team Manager
✔ Experience handling Telecommunications (Telco), Technical Support, Customer Service, or similar BPO accounts is an advantage
✔ Excellent communication and leadership skills
✔ Proven ability to coach, mentor, and develop high-performing teams
✔ Strong interpersonal and people management skills
✔ Proficient in MS Office and report preparation
✔ Willing to work flexible schedules, including weekends and holidays- Strong understanding of customer service principles and best practices within the outsourcing industry
- Excellent communication skills, both written and verbal, with the ability to articulate expectations clearly
- Demonstrated ability to motivate and inspire team members to achieve performance targets
- Proficiency in performance management, scheduling software, and call centre systems or willingness to quickly learn them
- Problem-solving skills and the ability to handle challenging situations with composure
- Knowledge of quality assurance processes and performance metrics in customer service operations
- Strong organisational and time-management abilities
- Flexibility to work shifts as required by operational needs
- Bachelor's degree or equivalent professional experience in a related field is advantageous
What We Offer
We are committed to supporting our employees with a competitive benefits package and opportunities for career advancement. Our offerings include:
- Competitive salary package commensurate with experience and qualifications
- Health and wellness benefits to support your overall wellbeing
- Opportunities for professional development and career progression within a growing organisation
- A supportive, inclusive team environment that values collaboration and mutual respect
- Flexible scheduling options where possible to support work-life balance
- Access to training and certification programmes relevant to the outsourcing industry
- Employee recognition programmes celebrating outstanding performance and dedication
- Immediate hiring process allowing you to join our team promptly
Apply Now
If you are an experienced Team Leader with a passion for delivering exceptional customer service and leading high-performing teams, we would love to hear from you. Submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role.Join Talent Outsourcing Channel Solutions today and make a difference in our growing team!