START ASAP! Call Center Team Lead
Teleperformance Pasay Full-time
About the role
We are seeking an experienced Call Center Team Lead to join our dynamic team at Teleperformance in Pasay City, Metro Manila (MOA). As a Team Lead, you will play a crucial role in overseeing and supporting a team of call center agents, ensuring exceptional customer service and driving team performance.This is a full-time position that offers opportunities for professional growth and development.
What you'll be doing- Manage and lead a team of call center agents, providing coaching, mentoring and training to help them deliver outstanding customer experiences
- Monitor team performance and identify areas for improvement, implementing strategies to enhance productivity and efficiency
- Collaborate with management to set team goals and objectives, and ensure they are achieved
- Provide real-time feedback and support to agents, addressing any issues or concerns in a timely and effective manner
- Assist with the recruitment and onboarding of new team members, ensuring they are fully equipped to excel in their roles
- Analyse call data and customer feedback to identify trends and opportunities for process improvements
- Ensure adherence to company policies, procedures and industry regulations
- Minimum of 1 year' experience in a call center supervisory or team lead role
- Strong customer service and communication skills, with the ability to effectively manage and motivate a team
- Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality results
- Proficiency in data analysis and the ability to interpret metrics to drive continuous improvement
- Adaptable and flexible, with the capacity to thrive in a fast-paced, dynamic environment
- Proficient in English, both written and verbal
About us
Teleperformance is a leading global provider of outsourced customer experience management services. With a presence in over 80 countries, we are dedicated to creating a positive impact on the communities we serve. Our mission is to be the worldwide leader in transforming customer experience through a culture of care, innovation and technology.
If you're ready to take the next step in your career and join a dynamic, industry-leading team, we encourage you to apply now!
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