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Team Lead

Job Description

  1. Team Performance

Monitor attendance, schedule adherence, retention, and overall team performance. Conduct team briefings, monitor transactions, provide coaching and feedback, and ensure performance targets are consistently achieved.

  1. Escalation Management

Handle customer and operational escalations that cannot be resolved by agents. Provide SME support for product and process concerns and drive appropriate corrective actions for recurring issues.

  1. Communication

Ensure timely communication of process updates, training, and business information. Maintain open communication within the team and gather feedback on people and process-related concerns.

  1. Engagement

Drive employee engagement through coaching, mentoring, recognition, and team activities. Support initiatives focused on employee development, competency, and service culture.

  1. Compliance

Ensure the team follows company, client, and process requirements. Complete all required reports, audits,

Required Skills

Primary skills

  • Customer success management
  • client management
  • communication skills
  • Account management
  • Customer success

Secondary skills

  • Client Engagement & Stakeholder Management
  • Collaboration Platform Mgmt (Teams
  • Slack
  • Zoom)

Job overview

Job title
Team Lead
Reference ID
RRF-42747
Location
Antipolo City, Rizal, Philippines
Experience
1 – 3 Yrs
Qualification
Any Degree

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