Team Leader | Ortigas
Core
Manage a customer support team to deliver best-in-class experiences for clients in fast-growing tech sectors.
Role type
Team Leader (Customer Support)
Builds
Customer support operations for clients in social media, e-commerce, gaming, streaming, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
client delivery
Required skills
Team management, SLA/KPI monitoring, scheduling, coaching, performance evaluation, issue resolution, reporting, CRM familiarity
Preferred skills
Financial campaign support experience, e-Commerce knowledge
Technologies
ZenDesk, CRM tools
Responsibilities
Manage day-to-day planning and operations; ensure teammates meet SLAs and KPIs; organize schedules; conduct training and coaching; evaluate team performance; create performance reports; manage HR-related issues; act as liaison between management and team.
Seniority
Mid-level, hands-on IC