Team Leader

Gratitude Inc

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3 weeks ago

Team Leader

2-8 Year(s)

10 - 15 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Team Leader Contact Centre BPO Experience

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Job Title: Team Leader
Industry/Domain: Utilities, Telecom, Insurance, Banking & Financial Services
Shift: Night shift and Day-shift
Work Set-up: Full on-site in BGC, Taguig City
Salary range: 50k-65k
Experience range: 2-8 years
Start date: ASAP
Interview Process: Virtual
Headcount: 10

Job Summary:

The Contact Center Team Leader is responsible for leading, coaching, and managing
a team of voice and chat customer service associates.

Required Qualifications
 Bachelor’s degree or equivalent work experience
 At least 2 years of contact center experience, with 2 years in a Team Leader or supervisory role
 Experience supporting energy utilities, utilities, Telecom, Insurance, Banking & Financial Services
 Proven experience managing voice and chat customer service teams
 Strong working knowledge of contact center KPIs and performance management

Skills and Competencies:
 Strong leadership, coaching, and people management skills
 Customer-focused mindset with strong problem-solving and decision-making
abilities
 Ability to manage escalations calmly and professionally
 Data-driven approach with strong analytical and reporting skills
 Ability to thrive in a fast-paced, 24/7 operational environment

Others:
• Should not be a job hopper who only works for less than a year per company

PRE-SCREENING QUESTIONS:

1. How many years of Team Leader or Supervisory experience do you have in a BPO setting?
2. What domains or LOBs were you able to handle?
3. How much is your last drawn salary and expected salary?
4. Do you have your TOR and Diploma on hand?

Role

Team Leader

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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