Call Center Agent Team Lead (Travel) - Cebu City

About the Position: Customer Service Team Lead (Cebu) | Onsite

Work Environment: Onsite (Cebu)

Shift: Flexible, no fixed schedule

Benefits:

- Generous Paid Time Off, including holidays

- HMO health insurance (coverage for the employee plus one free dependent)

- Clear opportunities for career growth within the company

- Competitive salary package

Responsibilities:

- Lead and motivate a team of Customer Service Representatives to achieve high performance levels and ensure excellent customer satisfaction

- Collaborate closely with the team to meet goals and targets

- Conduct coaching sessions and provide ongoing motivation to help team members achieve their objectives

- Organize one-on-one meetings and team discussions

- Stay updated on business developments and new product offerings

- Oversee daily team activities, prioritize tasks, and assess risks or impacts within existing processes to meet SLAs and sales quotas

- Ensure training and development plans are in place for all team members

- Apply performance management and disciplinary measures fairly and consistently as needed

- Support the Customer Care Director in achieving business goals and fostering a performance-driven culture

Qualifications:

- Bachelors Degree or equivalent

- Minimum of 2 years experience in a Team Lead or Supervisory role managing people, preferably in a Call Center/BPO setting

- Strong leadership, coaching, and people management skills

- Excellent communication abilities