Team Leader - Quezon City

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Lead the members of the team in the delivery of the service
Ensure the service meets Service Levels and KPIs
Participate in Service Review meetings
Monitor live team performance
Identify and resolve service issues
Handle customer escalation or complaints
Escalate appropriately to the Service Delivery Manager
Hold regular team meetings
Review service performance reports produced by the Service Management Office Report on service and agent performance
Participate in the Quality Assurance program
Participate in the Quality Assurance program
Manage the shift pattern and work schedule
Maintain records in the personnel system
Ensure the team understand and comply with the service processes & procedures and a high level of product knowledge
Minimum Qualifications
Candidate with at least 1-year of experience as a Supervisor/Team Manager/ Coach in a contact center is required
Excellent written and verbal communication skills.
Fluent English, with the ability to communicate professionally and confidently at all levels, both externally and internally
Good knowledge of the Microsoft Office tools (Outlook, Excel), Social Media and the Internet
Organized, accurate, with ability to multi-task * Positive, enthusiastic, with a real team spirit
Strong work ethic, dependable and flexibility to work overtime
Willingness to learn and grow with the company
Willing to work at Quezon City, Alabang and Makati
Quezon City, 05, PH