Team Leader

Team Leader

19/F Robinsons Summit Center, Ayala Avenue, Makati, PH

About the Role

We’re looking for a driven and people-focused Team Leader to guide, coach, and inspire a team of agents in achieving performance and service excellence. This role is ideal for someone with strong leadership skills, a passion for coaching, and the ability to manage day-to-day operations while driving continuous improvement.

Key Responsibilities

• Conduct weekly 1:1 coaching sessions with team members
• Provide feedback, action plans, and performance tracking
• Lead team meetings focused on quality, productivity, and improvement strategies
• Identify performance trends using QA scores and productivity metrics
• Support low performers through coaching logs or Performance Improvement Plans (PIPs)

• Monitor daily queue volumes and allocate resources to meet SLAs
• Act as the main point of contact for day-to-day operations
• Resolve escalations, tickets, and client concerns as needed
• Ensure accurate time tracking and productivity reporting
• Coordinate with reporting teams for daily End-of-Shift reports

• Communicate updates, issues, and policy changes to the team
• Collaborate with clients through regular meetings and feedback sessions
• Prepare agendas and contribute to performance discussions with stakeholders

• Conduct retraining sessions as needed
• Recommend improvements to training processes
• Provide on-the-floor support and real-time coaching

• Handle disciplinary actions and performance management in line with company guidelines
• Suggest process improvements to enhance team efficiency

• Proven experience as a Team Leader or Supervisor
• Strong leadership, coaching, and conflict resolution abilities
• Experience handling voice and non-voice customer support teams
• Strong understanding of performance metrics and team analytics
• Proficiency in MS Office, especially Excel
• Excellent written and verbal English communication skills
• Highly organized with strong decision-making and problem-solving skills