TEAM LEADER

HR TechX Corp.


Date: 3 weeks ago
City: Cebu City
Contract type: Full time
Job Title: Team Lead

Location: CEBU, Philippines

Employment Type: Full-time

Industry: BPO / Customer Service / Retail Campaigns

Job Summary:

We are seeking a dynamic and experienced Team Lead to drive performance and operational excellence within a customer service team. This role involves overseeing daily team functions, coaching members to meet key performance indicators (KPIs), and ensuring alignment with client goals and service quality standards. A proactive mindset, strong communication skills, and a passion for leading teams are essential for success in this position.

Key Responsibilities:

  • Serve as the primary point of contact for team-related inquiries and resolve issues in a timely manner.
  • Set clear performance goals and deadlines, encouraging accountability across the team.
  • Develop and execute strategies to improve compliance with company policies and operational targets.
  • Conduct regular team meetings to share updates, align on performance expectations, and promote best practices.
  • Prepare and present performance reports to management and stakeholders.
  • Ensure physical and branding standards within the workplace are consistently met.
  • Handle customer interactions directly when needed, providing exceptional service and addressing concerns effectively.
  • Drive achievement of KPIs including upselling, member rewards, credit acceptance, and CSAT (Customer Satisfaction) scores.
  • Monitor service quality through call evaluations and provide coaching for improvement.
  • Collaborate with cross-functional teams and participate in quality, CSAT, and performance calibration sessions.
  • Provide real-time support and guidance during escalations or operational challenges.
  • Track team progress and facilitate quality improvement initiatives regularly.
  • Offer floor support and assist in real-time issue resolution.
  • Monitor and manage schedule adherence, shrinkage, and attrition.
  • Conduct weekly business reviews and represent management when required.
  • Motivate team members through effective communication, training, and skills development.
  • Support the hiring and onboarding process, ensuring a seamless transition for new employees.


Qualifications:

  • At least 2 years of experience in a leadership role, preferably in a retail or customer service campaign.
  • Open to undergraduates with strong leadership potential and willingness to learn.
  • Strong communication skills (both verbal and written), with the ability to engage effectively with stakeholders.
  • Analytical mindset with the ability to review and act on performance metrics.
  • Proven ability to lead and inspire teams, adapt to change, and drive continuous improvement.


Mandatory Skill: Customer Service Helpdesk

Experience Level: 13 Years

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Junior Testing Analyst

QBE Insurance, Cebu City
6 hours ago
Primary DetailsTime Type: Full timeWorker Type: EmployeeImplement automated and functional application testing solution, focusing on improving and enhancing systems and applications for future infrastructure and architecture generations.Primary Responsibilities Conduct functional application testing to achieve business objectives and expected results for application implementation in accordance to overall direction for Asia ITContributes input to Senior Application Automation Tester in identifying areas of...

Assistant Store Manager

ActivAsia Inc., Cebu City
11 hours ago
The Assistant Retail Store Manager supports the Store Manager in overseeing daily store operations to ensure sales and operational objectives are met while delivering a premium customer experience. This role plays a key part in driving sales performance, ensuring operational compliance, and maintaining high standards in visual merchandising, inventory management, and customer service. The Assistant Retail Store Manager acts as...

Laundry Manager

Shangri-La Group, Cebu City
2 days ago
Shangri-La Mactan, CebuNestled amidst 13 hectares of lush greenery, landscaped gardens and with a 350-meter white-sand beach, Shangri-La Mactan, Cebu is a multi-faceted leisure destination that provides a compelling mix of luxury relaxation and wellness, lively entertainment, and exciting recreational activities. Guests can savour beach-side luxe within its spacious rooms and suites, along with enticing wining and dining options.The well-loved...