Team Leader - Laguna - Straive

    Straive
    Straive Laguna

    3 oras ang nakalipas

    ₱480,000 - ₱900,000 (PHP) bawat taon * Upper Management / Consulting
    Paglalarawan

    Job Summary

    The Team Leader (TL) will be responsible for supervising a team of customer service representatives/agents, ensuring operational excellence, and driving performance metrics in line with company standards. This role requires strong leadership, coaching, and communication skills to foster a high-performing and engaged team environment.

    Key Responsibilities

    • Team Management

    -Supervise daily operations of a team of agents.

    -Monitor attendance, schedule adherence, and productivity.

    -Conduct regular team huddles and one-on-one coaching sessions.

    • Performance Oversight

    -Track and analyze KPIs (AHT, CSAT, FCR, QA scores).

    -Provide actionable feedback to improve agent performance.

    -Ensure compliance with company policies and client requirements.

    • Coaching & Development

    -Identify skill gaps and create development plans.

    -Motivate and engage team members to achieve targets.

    -Facilitate training refreshers and knowledge-sharing sessions.

    • Operational Excellence

    -Handle escalated customer concerns with professionalism.

    -Collaborate with Workforce, QA, and Training teams for process improvements.

    -Prepare and submit daily/weekly performance reports.

    • Stakeholder Communication

    -Act as the point of contact between management and frontline staff.

    -Communicate updates, changes, and expectations clearly.

    -Support cross-functional initiatives to enhance customer experience.

    Qualifications

    • Bachelor's degree or equivalent work experience preferred.
    • Minimum 2–3 years of BPO experience, with at least 6 months in a supervisory role.
    • Strong knowledge of customer service operations and KPIs.
    • Excellent communication, leadership, and problem-solving skills.
    • Proficiency in MS Office and familiarity with CRM tools.
    • Willingness to work onsite in Laguna and flexible with shifting schedules.
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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