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Team Leader

Full Time Employee

Job Summary

We are currently looking for a Team Leader who is open to a hybrid work setup based in our Cebu office!

Job Description

Job Overview:
As a Team Leader, you will be responsible for overseeing a small team of customer service staff based in the Philippines. Working closely with UK-based team leaders, this role ensures seamless coordination across regions and alignment with service standards and business goals set by the Customer Services Manager.
 
Responsibilities:
  • Efficiently manage department workload
  • Provide reports on team performance.
  • Motivate, coach, and support the team daily to attain targets.
  • Skilfully handle customer complaints, ensuring satisfactory resolutions.
  • Respond promptly to customer inquiries.
  • Maintain extensive product knowledge and ensure the team does the same.
  • Act on Net Promoter Score (NPS) and customer feedback by engaging with the team and customers, formulating action plans for improvement.
  • Oversee and assess team performance, promptly addressing training and performance issues to uphold the highest customer experience standards.
  • Conduct regular one-on-one meetings and appraisals for team members, delivering constructive performance feedback and identifying development opportunities.
  • Effectively manage attendance, and conduct matters in accordance with company policies.
  • Organise team briefings and meetings, as necessary.
  • Provide operational feedback to the Customer Services Manager to support continuous improvement efforts throughout the department.
Qualifications:
  • At least 5 years of experience in a Team Leader role.
  • Demonstrated success in team management, including defining roles and expectations, fostering individual accountability.
  • Strong computer skills, capable of multitasking effectively.
  • Possesses empathy, excellent communication skills, and the ability to maintain composure.
  • Proven track record in achieving KPIs and targets.
  • Able to collaborate with a small, growing team.
  • Innovative problem-solving mindset, focused on solutions.
  • A proactive desire to stay hands-on within the team's daily operations.
Role Targets:
  • Improve contacts handled across the team for both tickets and calls
  • Reinforce the "oldest first" method of approaching workload to attempt to mitigate escalations
  • Work closely one on one with UK senior team members to educate on more difficult tickets
  • Install team discipline within the working day
  • Identify and manage poor performers
  • Consider the pipeline for new team members as the need arises
Perk: Eligible for UK travel opportunities after completing one year of service.

Work Schedule: Thursday - Monday OR Friday - Tuesday, 5:00 PM - 2:00 AM Manila Time
Work Setup: Hybrid Setup (Cebu)
  • Must be willing to report to the Cebu office four days a week.
  • Must have at least 50mbps for both upload and download speed (with back-up internet connection is required)

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