Team Leader for Awesome CX by Transcom - Davao

Awesome CX by Transcom is looking for talented individuals like you to join our Awesome team!

Be a Team Leader for our Awesome CX by Transcom Davao site. This role will focus on managing and leading a team to ensure the delivery of a superior customer experience while achieving client targets and service level components.

Join our Awesome CX by Transcom Family as a Team Leader.

Specific duties include but not limited to the following tasks:

• Monitor and conduct coaching on performance (metrics, save rate, aht) and behavior (attendance & punctuality) of team members.

• Monitor team members' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed.

• Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients.

• Coordinate with HR Department in relation of team members’ leave application forms, incident reports, coaching logs, Overtime Trackers, and other internal documentation.

• Communicates company & account goals, policies, safety practices and deadlines to the team.

• Experience managing teams in startups, small accounts, or pioneering brands
• Strong background in building or improving SOPs
• Comfortable working in brands with evolving structures
• Not limited to Telco – we need someone with diverse industry exposure
• Lead by example and inspire your team to achieve excellence.
• Monitor performance metrics (AHT, save rate) and provide ongoing coaching.
• Deliver new hire training and ensure that team members apply training effectively.
• Collaborate with HR to manage documentation, including leave applications, incident reports, and overtime trackers.
• Foster a culture of open communication and actively resolve conflicts.
• Recognize high performance andOrganize team-building activities and ensure the continuous development of your team.
• Proven experience in team leadership or a supervisory role.
• Strong coaching, training, and performance management skills.
• Ability to communicate effectively with all levels of the organization.
• Excellent problem-solving abilities and conflict resolution skills.
• Must be familiar with operational processes, including metrics tracking and reporting.
• High attention to detail and ability to prioritize tasks effectively.
• Must be adaptable and flexible in a fast-paced environment provide rewards and motivation.