Job Summary:
As a Team Lead at our contact center, you will play a pivotal role in ensuring the smooth operation of our teams. You will be responsible for supervising a group of Pros, reviewing key performance indicators (KPIs), providing coaching and development opportunities, and implementing performance improvement plans as necessary. Your leadership will be essential in maintaining high-quality service standards and fostering a positive and productive work environment.
Key Responsibilities:
- Supervision and Support: Provide day-to-day supervision and support to a team of Pros.
- KPI Monitoring: Regularly review and analyze team and individual KPIs for the specific campaigns assigned to.
- Coaching and Development: Conduct regular coaching sessions with Pros to provide feedback, address performance issues, and identify opportunities for improvement.
- Training: Assist in the training and onboarding of new Pros, ensuring they have the necessary skills and knowledge to perform their roles effectively.
- Performance Improvement Plans (PIPs): Develop and implement performance improvement plans for underperforming Pros, providing clear goals and support to help them succeed.
- Quality Assurance: Monitor customer interactions to ensure adherence to company policies, procedures, and quality standards.
- Escalation Management: Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
- Reporting: Prepare and present regular reports on team performance, trends, and areas for improvement to management.
- Team Engagement: Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
- Process Improvement: Identify opportunities to streamline processes, enhance efficiency, and improve overall service delivery.
Education and Skill Requirements:
- Bachelor’s degree or equivalent work experience.
- Previous experience in a contact center environment, with at least 2 years in a leadership or supervisory role is a plus.
- Strong understanding of contact center operations and key performance metrics.
- Excellent communication and interpersonal skills, with the ability to effectively coach, motivate, and inspire team members.
- Proven track record of driving performance improvement and achieving KPI targets.
- Ability to multitask, prioritize workload, and adapt to changing priorities in a fast-paced environment.
- Proficiency in using contact center software and tools for monitoring, reporting, and analysis.
- Strong problem-solving skills and attention to detail.
- Commitment to providing exceptional customer service and maintaining high-quality standards.
- Flexibility to work shifts, including evenings, weekends, and holidays as needed.
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
