Call Center Supervisor - Telco
Job Title: Team Leader – Call Center Operations
Location: Pasig City
Employment Type: Full-Time
Work Setup: Onsite
Job Summary:
We are seeking a motivated and experienced Call Center Team Leader to manage a team of customer service representatives. The Team Leader will be responsible for supervising day-to-day operations, driving team performance, monitoring quality, and ensuring the delivery of excellent customer service.
Key Responsibilities:
- Lead, coach, and motivate a team of call center agents to meet and exceed performance targets (KPIs such as AHT, CSAT, QA scores, etc.)
- Conduct regular performance reviews and provide timely feedback to team members.
- Monitor and manage call queues, handle escalations, and ensure proper call handling procedures are followed.
- Analyze team performance metrics and prepare regular reports for management.
- Handle scheduling, attendance, and adherence monitoring.
- Coordinate with QA, Workforce, and Training teams to maintain operational excellence.
- Drive team engagement and promote a positive, customer-centric work environment.
- Identify areas for process improvement and provide recommendations.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs).
Qualifications:
- Bachelor’s degree or equivalent work experience.
- At least 2–3 years of experience in a call center environment with 1+ year in a leadership/supervisory role.
- Strong leadership, people management, and coaching skills.
- Excellent communication and interpersonal skills.
- Proficient in call center tools and reporting systems (e.g., CRM, ACD, WFM tools).
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to work in a fast-paced, high-pressure environment.
- Amenable to shifting schedules, weekends, and holidays, if required.
Preferred Qualifications:
- Experience in industry-specific knowledge, e.g., BPO, telecom, sales and tech support].
- Familiarity with metrics such as FCR, NPS, QA audits, etc.
- Lean Six Sigma certification or exposure to process improvement initiatives is a plus.
Job Title: Team Leader – Call Center Operations
Location: Pasig City
Employment Type: Full-Time
Work Setup: Onsite
Job Summary:
We are seeking a motivated and experienced Call Center Team Leader to manage a team of customer service representatives. The Team Leader will be responsible for supervising day-to-day operations, driving team performance, monitoring quality, and ensuring the delivery of excellent customer service.
Key Responsibilities:
- Lead, coach, and motivate a team of call center agents to meet and exceed performance targets (KPIs such as AHT, CSAT, QA scores, etc.)
- Conduct regular performance reviews and provide timely feedback to team members.
- Monitor and manage call queues, handle escalations, and ensure proper call handling procedures are followed.
- Analyze team performance metrics and prepare regular reports for management.
- Handle scheduling, attendance, and adherence monitoring.
- Coordinate with QA, Workforce, and Training teams to maintain operational excellence.
- Drive team engagement and promote a positive, customer-centric work environment.
- Identify areas for process improvement and provide recommendations.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs).
Qualifications:
- Bachelor’s degree or equivalent work experience.
- At least 2–3 years of experience in a call center environment with 1+ year in a leadership/supervisory role.
- Strong leadership, people management, and coaching skills.
- Excellent communication and interpersonal skills.
- Proficient in call center tools and reporting systems (e.g., CRM, ACD, WFM tools).
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to work in a fast-paced, high-pressure environment.
- Amenable to shifting schedules, weekends, and holidays, if required.
Preferred Qualifications:
- Experience in industry-specific knowledge, e.g., BPO, telecom, sales and tech support].
- Familiarity with metrics such as FCR, NPS, QA audits, etc.
- Lean Six Sigma certification or exposure to process improvement initiatives is a plus.