• Lead and manage a team of agents to meet or exceed performance metrics (e.g., CSAT, AHT, QA, FCR, and Attendance).
• Monitor daily team operations and ensure compliance with company policies and client guidelines.
• Provide regular coaching, mentoring, and performance feedback through one-on-ones and team huddles.
• Handle escalations and provide guidance to resolve customer issues effectively and efficiently.
• Prepare and submit daily, weekly, and monthly reports on team performance and challenges.
• Collaborate with support teams (QA, WFM, Training, HR) to ensure smooth operations.
• Identify areas for improvement and implement action plans to close performance gaps.
• Participate in calibration sessions and client meetings as required.
• Promote a positive and engaging team culture aligned with company values.

Qualifications

• High school graduates are encouraged to apply (Old or New Curriculum) with at least 6 months experience as a Team Leader.
• Must be able to demonstrate leadership, oral, written, presentation, and analytical skills at the supervisory level.
• Proficient personal computer skills including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to multi-task and meet critical deadlines.
• Ability to identify and promote continuous improvement.

Benefits

• Competitive salary package
• 20% night differential
• HMO and government benefits
• 13th month pay
• Vacation leave / personal time off (paid)
• Anniversary bonus
• Annual performance increase