TEAM LEADER

About the role

ZC KINGS MANPOWER COOPERATIVE is seeking an experienced and motivated Team Leader to join our Call Centre & Customer Service division. This is a full-time position based in Quezon City, Metro Manila. As Team Leader, you will be responsible for leading, motivating and managing a team of customer service representatives to deliver exceptional service standards. This role is pivotal in ensuring operational excellence, maintaining service quality metrics and fostering a positive team environment that drives business success.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring adherence to performance standards and quality metrics
• Monitor and analyse team performance data, identifying trends and implementing corrective actions to improve productivity and service delivery
• Conduct coaching and training sessions to develop team members' skills and competencies
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution
• Maintain accurate records of team activities, attendance and performance metrics
• Develop and implement strategies to improve customer satisfaction scores and reduce average handling times
• Conduct recruitment interviews and onboarding for new team members
• Communicate operational updates and policy changes to the team
• Prepare reports and present findings to senior management regarding team performance and operational challenges
• Foster a collaborative and positive team culture that promotes engagement and retention

What we're looking for

• 3-5 years of proven experience in a supervisory or team leader role within a call centre or customer service environment
• Strong knowledge of customer service best practices and call centre operations
• Excellent leadership and team management skills with the ability to motivate and inspire team members
• Proficiency in performance management and data analysis to track key performance indicators
• Outstanding communication and interpersonal skills with the ability to interact effectively at all levels
• Problem-solving abilities and sound judgment in handling escalated customer issues
• Proficiency in call centre software and Microsoft Office applications
• Strong organisational and time management skills
• Customer-focused mindset with a commitment to service excellence
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously
• Preferably with experience in training and coaching staff development
• Knowledge of quality assurance processes and continuous improvement methodologies would be advantageous

Apply now

Ready to make an impact as a Team Leader? We would love to hear from you! Please submit your curriculum vitae, a cover letter outlining your relevant experience, and any supporting documents to join the ZC KINGS MANPOWER COOPERATIVE team. Join us in delivering exceptional customer service and leading a high-performing team.