Team Leader (Experience with different LOBs)

Team Leader (Experience with different LOBs) for Awesome CX by Transcom - Davao City

About the role

The Team Lead is responsible for managing and leading a team of employees. The role involves leading the day-to-day planning, operation and problem-solving of a team to meet with the required service level components, standards, and client targets; offering creative solutions; and developing the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents. The Team Lead provides help to management, including hiring and training, and keeps management and clients updated on team performance.

Join our Awesome CX by Transcom Family as a Team Leader (Experience with different LOBs)

Key responsibilities

• Monitor and conduct coaching on performance (metrics, save rate, AHT) and behavior (attendance and punctuality) of team members
• Monitor team members' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed
• Train new employees in company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients
• Coordinate with HR Department in relation to team members' leave application forms, incident reports, coaching logs, Overtime Trackers, and other internal documentation
• Communicate company and account goals, policies, safety practices and deadlines to the team
• Create an inspiring team environment with an open communication culture
• Keep track of and structure various tasks, employees, and documents
• Actively seek to resolve any concerns while adhering to the company policy and standards of behavior
• Motivate team members and listen to their feedback to resolve any issues or conflicts
• Recognize high performance and reward accomplishments

What we are looking for:

To be successful in this role you must...

• Proven leadership with different LOBs such as Healthcare / Social Media / Retail / eCommerce

• At least 1 year of experience as a Team Leader, Supervisor, or equivalent leadership role; strong SME candidates with proven leadership potential may also be considered.

• Experience managing a team of 10–20+ customer service representatives.

• Strong knowledge of KPI management, including:

  • Average Handle Time (AHT)
  • Customer Satisfaction (CSAT)
  • Quality Assurance (QA)
  • Service Level
  • First Call Resolution (FCR)
  • Attendance/Adherence
  • Sales or Conversion, where applicable

• Experience conducting coaching sessions, performance reviews, huddles, and one-on-one meetings.

• Strong analytical and problem-solving skills, with the ability to interpret team performance reports and create action plans.

• Excellent verbal and written communication skills.

• Ability to handle escalations, resolve customer concerns, and support agents during difficult interactions.

• Willingness to work on shifting schedules, weekends, and holidays, depending on business requirements.