Team Leader (Onsite - Tuburan, Cebu)

Company Overview:

TGS BPO Incorporated is a leading business process outsourcing company that specializes in delivering top-notch customer service solutions to a diverse range of clients. With a commitment to excellence, innovation, and integrity, TGS BPO aims to provide unparalleled service experiences to customers around the globe. Our Tuburan site is dedicated to fostering a collaborative and dynamic work environment where our employees can thrive and grow professionally.

Position Overview:

The Team Lead for the Chat and Email department will be responsible for overseeing a team of customer service representatives, ensuring the delivery of high-quality support through chat and email channels. This role involves direct interaction with clients, managing team performance, and providing training and development opportunities to team members.

Role Objectives:

Lead and manage a team of customer service representatives to achieve performance targets.

Ensure consistent delivery of excellent customer service through chat and email support.

Foster a positive and productive work environment.

Drive continuous improvement initiatives within the team.

Serve as a point of contact for client interactions and account management.

Measures of Success:

Achievement of key performance indicators (KPIs) including response time, customer satisfaction, and resolution rates.

Positive feedback from clients and internal stakeholders.

Successful training and development of team members.

High team morale and low attrition rates.

Smooth launch and management of new accounts.

Required Qualifications:

At least 2 years of experience as a team lead in the BPO industry.

Proven experience in direct client interaction.

Demonstrated experience in chat and email support.

Preferably experienced in training and development.

Preferably has held a Senior Team Lead position.

Preferably experienced in launching and managing new accounts.

Role Specifics:

Salary:

Basic: Php 25,000

Allowance: Php 2,500

Total: Php 27,500

HMO coverage from Day 1

Responsibilities:

Supervise and guide the daily activities of the chat and email support team.

Monitor team performance, provide feedback, and implement improvement plans as needed.

Coordinate with clients to ensure service expectations are met and issues are resolved promptly.

Conduct regular training sessions to enhance the skills and knowledge of team members.

Lead by example, maintaining high standards of professionalism and customer service.

Prepare and present reports on team performance and client interactions to senior management.

TGS BPO Incorporated is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you meet the qualifications and are excited about the opportunity to lead a dynamic team, we encourage you to apply.