Mid-Level Team Leader - On-site in Bacolod

About the Role

We are looking for a Mid-Level Team Leader to join our team in Bacolod, Western Visayas. This role is crucial for overseeing a team of agents in a customer support environment. You will ensure that the team meets performance goals while fostering a positive work atmosphere. This position is onsite, allowing you to lead and develop your team directly.

As a Team Leader, you will train agents on product updates and manage their performance. You will also conduct regular business reviews and support your team on the floor. This role is ideal for someone with a strong background in customer support and team management.

Responsibilities

• Manage a team of agents to achieve performance goals and key metrics.
• Ensure agents receive training on product and system updates.
• Conduct business reviews and performance management activities regularly.
• Provide floor support as a subject matter expert to assist agents.
• Assist in managing call queues to ensure efficiency.
• Prepare and submit reports to the Operations Manager on team performance.
• Attend calibration sessions and client meetings to align on expectations.
• Act as a liaison between management and agents to facilitate communication.
• Organize team-building activities and design incentive programs to motivate staff.

Requirements

• 1-2 years of experience in customer support or financial services.
• 1-2 years of experience in coaching and developing team skills.
• Proven ability to manage a team of 10 or more employees.
• Strong knowledge of PC-based internet and software applications.
• Ability to handle and maintain confidential information securely.

Benefits

We offer a competitive salary and a supportive work environment. You will enjoy a clear path for career growth and development. Our team values work-life balance, and we encourage a collaborative atmosphere. Additionally, you will have access to health maintenance organization (HMO) benefits and other perks.

If you are interested in this opportunity, please check our Bacolod job listings for more information. We look forward to your application!

• 1-2 years of experience in customer support or financial services.
• 1-2 years of experience in coaching and developing team skills.
• Proven ability to manage a team of 10 or more employees.
• Strong knowledge of PC-based internet and software applications.
• Ability to handle and maintain confidential information securely.

• Manage a team of agents to achieve performance goals and key metrics.
• Ensure agents receive training on product and system updates.
• Conduct business reviews and performance management activities regularly.
• Provide floor support as a subject matter expert to assist agents.
• Assist in managing call queues to ensure efficiency.
• Prepare and submit reports to the Operations Manager on team performance.
• Attend calibration sessions and client meetings to align on expectations.
• Act as a liaison between management and agents to facilitate communication.
• Organize team-building activities and design incentive programs to motivate staff.