Team Leader
Welsend Global Services
Date: 1 week ago
City: Taguig
Contract type: Full time
Responsibilities
- Monitor agent performance to ensure SLA and KPI targets are met.
- Provide real-time Q&A support, handle escalations, and coach agents.
- Troubleshoot complex or escalated cases.
- Identify risks and escalate appropriately in daily operations.
- Fluent in English (reading, writing, and speaking).
- Experience in team leadership.
- Strong executive, team management, communication, and coordination skills.
- Customer-focused with strong problem-solving and results-oriented mindset.
- Bachelor’s degree or higher.
- Willing to work in McKinley, Taguig (office-based), Night Shift with flexible scheduling options to accommodate US time zones
- Flexible to work in a shifting schedule, including weekends (Saturday & Sunday) and Holidays
- Can start immediately
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