Job Description
Company Description
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Job Overview:
As a Contact Center Team Leader, you will oversee and manage a team of customer service representatives (voice / non-voice) to ensure the delivery of high-quality service and the achievement of performance targets. The role involves providing guidance, support, and leadership to the team, as well as collaborating with other departments to enhance overall operational efficiency.
Key Responsibilities: Team Management: - Lead and supervise a team of customer service representatives.
- Provide coaching, mentorship, and regular feedback to team members.
- Conduct performance evaluations and implement improvement plans as needed.
- Foster a positive and collaborative Outsourced culture.
Performance Management: - Ensure the team meets or exceeds performance metrics and service level agreements.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
- Implement strategies to enhance efficiency and productivity.
Client Success and Client Interaction: - Act as a primary point of contact between the team and the client success team / clients.
- Collaborate with the client success team and clients to understand their requirements and expectations.
- Address client concerns and feedback promptly and professionally.
Training and Quality Assurance: - Coordinate with Learning and Development to deliver training programs for new and existing team members.
- Conduct regular quality assessments of customer service interactions through various channels (phone, chat, email).
- Evaluate adherence to policies, procedures, and performance standards.
- Identify areas for improvement and provide actionable feedback to customer service representatives.
- Keep the team updated on industry trends, product knowledge, and customer service best practices.
Reports and Analysis: - Generate regular reports on team performance and present findings to management.
- Maintain accurate records of team activities, achievements, and challenges.
Qualifications: - Bachelor's degree in [relevant field] with/or 2–3 years of equivalent work experience.
- Proven experience in a contact center or customer service environment.
- Previous experience in a leadership or supervisory role.
- Strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Proficiency in MS Office / Google Workspace, and relevant customer service software.
Additional Requirements: - Flexibility to work in shifts if required. (Office Based)
- Strong problem-solving skills.
- Ability to handle stressful situations and meet tight deadlines.
- Team-oriented with a positive attitude.
- If you're a dynamic and results-driven individual with a passion for leadership and customer service excellence, we invite you to apply for this exciting opportunity to contribute to the success of our Contact Center operations.
Work Schedule: - Monday to Friday; Morning/Mid-shift/Graveyard shift (may change whenever needed)
Work location: - Outsourced Cebu Site (2nd Florr, Lexmark Plaza 3, Cardinal Rosales Ave. Cor Samar Loop, Cebu Business Park, 6000, Cebu City, Philippines)
Additional Information:By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
