Mid-Level Pod Leader - Hybrid Role in Taguig

About the Role

We are seeking a Mid-Level Pod Leader for a hybrid role in Taguig. This position offers a unique opportunity to lead a team of Customer Care Professionals (CCPs) while providing world-class coaching and support. As a Pod Leader, you will play a crucial role in enhancing customer service quality and driving team performance. If you have a passion for coaching and a commitment to fostering an inclusive environment, we encourage you to apply.

This role requires a blend of leadership skills and customer service expertise. You will work closely with your team to develop coaching plans and facilitate engaging huddles. Your ability to adapt to real-time demands will be essential in maintaining high service standards. For more information on similar roles, visit our remote job listings.

Responsibilities

• Provide world-class coaching to CCPs to enhance their skills.
• Support CCPs with tailored coaching plans that drive performance.
• Champion call calibration sessions and team huddles for continuous improvement.
• Collaborate with Customer Experience Coaches to align strategies.
• Create engaging huddle content that motivates team members.
• Adapt to real-time demands and manage high call volumes effectively.
• Demonstrate leadership qualities to inspire and motivate CCPs.
• Lead the pod through inclusive leadership practices.

Requirements

• Passion for coaching and developing team members.
• Ability to engage and drive performance among team members.
• Observant in identifying service opportunities for improvement.
• Confident in handling difficult conversations with professionalism.
• Positive attitude in challenging situations to uplift team morale.
• Superior interpersonal skills to foster collaboration.
• Confidence to work effectively in a hybrid environment.
• Minimum of 2 years of people leadership experience.

Benefits

This hybrid role offers a flexible work arrangement, allowing you to balance your professional and personal life. Enjoy weekends off and a supportive work environment that values your contributions. We also provide opportunities for growth and development within the company. For more details on our benefits, check our salary and benefits page.

Join us in making a difference in customer service while advancing your career in a dynamic and inclusive setting. Apply now to become a part of our team!

• Passion for coaching and developing team members.
• Ability to engage and drive performance among team members.
• Observant in identifying service opportunities for improvement.
• Confident in handling difficult conversations with professionalism.
• Positive attitude in challenging situations to uplift team morale.
• Superior interpersonal skills to foster collaboration.
• Confidence to work effectively in a hybrid environment.
• Minimum of 2 years of people leadership experience.

• Provide world-class coaching to CCPs to enhance their skills.
• Support CCPs with tailored coaching plans that drive performance.
• Champion call calibration sessions and team huddles for continuous improvement.
• Collaborate with Customer Experience Coaches to align strategies.
• Create engaging huddle content that motivates team members.
• Adapt to real-time demands and manage high call volumes effectively.
• Demonstrate leadership qualities to inspire and motivate CCPs.
• Lead the pod through inclusive leadership practices.