Team Leader (Manila)

Job Description

As a Team Leader, you will oversee the daily operations and performance of your team, ensuring Service Level

Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met. Youll manage team schedules,

conduct coaching sessions, and lead development initiatives, such as team huddles, to enhance individual and

team performance. Your role includes identifying areas for improvement, providing actionable solutions, and

fostering a culture of excellence to deliver superior customer experiences. Additionally, youll handle performance reporting, address HR-related concerns, and act as a liaison between management and your team.

Success in this role requires strong organizational skills, creativity in problem-solving, and the ability to inspire and lead your team effectively.

Day to Day responsibilities

• Oversee live team performance, monitor KPIs and non-KPI targets, and provide in-flight support.
• Analyze historical data (using tools like Tableau and Datagamz) to identify improvement opportunities
• for the team and individuals.
• Handle customer complaints directly and indirectly, maintaining high standards of service.
• Manage phone systems and queues to ensure smooth operations.
• Drive continuous improvement by coaching and guiding the team toward achieving performance goals.
• Identify development opportunities and collaborate on action plans to enhance team performance.
• Work with senior leaders to create and implement career development plans.
• Provide regular coaching during one-on-one sessions to support personal and professional growth.
• Assist with team recruitment, planning, and ongoing skill development.
• Contribute to cross-functional projects as needed.
• Actively demonstrate and promote company values in daily activities.

Required Skills & Key Competencies:

• Proven leadership ability with strong people management skills.
• High-level understanding of contact centre systems, metrics, and operations.
• Exceptional customer service expertise and performance management experience.
• Confident, articulate communicator with a positive, can-do attitude who leads by example.
• Proficiency in Google Suite; experience with Genesys Cloud is a plus.
• Strong coaching, training, and development capabilities.
• Ability to implement and integrate continuous improvement strategies.
• Knowledge of occupational health and safety best practices.