Team Leader
Work Location: OTC, Antipolo
Employment Type: Probationary
Work Arrangement: Onsite
Work Schedule: Night Shift
Salary Package: PHP 30,000–35,000
Target Start Date: ASAP
About the Role
We are looking for a results-driven Team Leader to oversee daily support operations, manage team performance, and ensure compliance with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The successful candidate will lead a team of up to 20 employees, provide coaching and development, monitor operational metrics, and collaborate with operations leadership and clients to achieve business objectives.
Key Responsibilities
- Lead and manage a team of up to 20 employees, including workload allocation and monitoring.
- Review, maintain, and drive individual and team performance on a weekly, monthly, and annual basis.
- Monitor internal operational metrics and ensure compliance with client SLAs and KPIs.
- Participate in regular client and operations meetings.
- Collaborate with operations leadership in preparing Monthly, Quarterly, and Annual Business Reviews.
- Analyze operational and performance data and prepare reports for management and clients.
- Monitor deadlines and maintain accurate daily trackers.
- Conduct regular audits, one-on-one coaching, team coaching, feedback sessions, and performance reviews.
- Implement corrective actions and monitor progress on performance gaps, process deviations, and SLA/KPI issues.
- Identify operational challenges, troubleshoot escalated concerns, and ensure timely resolution.
- Communicate performance issues affecting client deliverables to relevant stakeholders, including Operations, IT, Network, and HR.
- Participate in General Assembly and quarterly Town Hall meetings.
- Identify opportunities for process improvement and operational efficiency.
Qualifications and Requirements
- At least 1–2 years of experience handling a team responsible for customer service or customer support operations.
- Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word, and Outlook.
- Strong English communication skills, both written and verbal.
- Excellent leadership, decision-making, and team management skills.
- Keen attention to detail and ability to identify risks and performance gaps.
- Good interpersonal skills, with the ability to communicate complex transactional issues clearly to internal and external stakeholders.
- Knowledge of performance metrics, SLAs, and KPIs.
- Strong organizational and time-management skills.
- Ability to coach, develop, and motivate team members.
- Ability to manage escalations, analyze performance data, and implement corrective actions.
Preferred Qualifications
- Knowledge of process improvement methodologies and operational best practices.
- Experience using customer relationship management (CRM) tools such as Salesforce or Zendesk.
- Familiarity with live chat platforms and customer support systems.