Team Leader | Pampanga
Core
Manage a customer support team to ensure SLA and KPI delivery while acting as a liaison between teammates and management.
Role type
Team Leader (Customer Support)
Builds
Customer support operations for clients in e-commerce, gaming, FinTech, and other sectors
Domain
Business Process Outsourcing (BPO) / Customer Experience
Required skills
Team management, SLA/KPI monitoring, coaching, shift scheduling, CRM tool familiarity, sales experience, verbal/written communication
Preferred skills
Technical know-how, creative problem solving, HR issue resolution
Technologies
ZenDesk, CRM tools
Responsibilities
Manage day-to-day team planning and operations; Ensure teammates meet SLAs and KPIs; Conduct training and coaching sessions; Create performance reports and document client feedback; Resolve team issues including HR-related matters; Act as liaison between management and team
Seniority
Mid-level, hands-on IC