- Location
- Pasig City, Philippines
- Type
- Full-time
- Seniority
- Lead
- Closing date
- Today
- Source
- Workday
Description
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
A SNAPSHOT OF YOUR ROLE
Location: Ortigas, Beta
Shift: Mid-shift, weekdays off
Type: Fixed Term
As a Team Leader, you'll lead a team of Customer Contact Officers supporting a leading UK ticketing and events provider. You'll be responsible for driving team performance, coaching agents, and ensuring customers receive a seamless and enjoyable experience across all contact channels.
YOUR DAILY RESPONSIBILITIES
- Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets
- Monitor team metrics (quality, productivity, attendance) and address performance gaps
- Handle escalated customer issues and complex enquiries beyond agent level
- Conduct coaching sessions, huddles, and performance reviews
- Support onboarding and training of new team members
- Maintain accurate reporting and communicate performance updates to management
- Ensure team adherence to company policies, service standards, and compliance requirements
- Identify process improvements and support their implementation within the team
- Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions
- Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction
A BIT ABOUT YOU
- Proven experience leading or supervising a customer service team, ideally in a contact centre environment
- Strong coaching and people management skills
- Confident using workforce management, reporting, and CRM systems
- Excellent communication skills with the ability to influence and motivate others
- Adaptable and comfortable managing competing priorities in a fast-paced environment
- Strong problem-solving skills with sound judgement under pressure
- High attention to detail balanced with a sense of urgency
WHAT WE VALUE
We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Curious and Clever: Smart questions spark smart solutions.
- Entrepreneurial Energy: Think like an owner. Solve like a founder.
- Fast with Intent: We move fast and deliver real results.
- Laugh and Learn: We don't take ourselves too seriously, just our results.
What are you waiting for? Come for a career, stay for the fun!
Join the A-Team and experience the A-Life!