Job Summary:
As a Team Leader, you will play a key role in driving team performance and ensuring the delivery of exceptional customer service. You’ll be responsible for supervising a team of service professionals, monitoring key performance indicators (KPIs), providing coaching and development, and implementing strategies for continuous improvement. Your leadership will directly impact our operational efficiency, service quality, and team engagement.
Key Responsibilities:
- Team Supervision & Support:
Lead and support a team of Pros, providing daily guidance and oversight to ensure smooth operations. - Performance Monitoring:
Analyze and track individual and team KPIs across assigned campaigns to ensure targets are consistently met. - Coaching & Development:
Conduct regular coaching sessions to provide feedback, address performance gaps, and support individual growth. - Training & Onboarding:
Support the training and integration of new team members, ensuring they are equipped for success. - Performance Management:
Design and implement Performance Improvement Plans (PIPs) for underperforming team members, setting clear goals and offering continuous support. - Quality Assurance:
Monitor customer interactions to ensure adherence to internal policies, procedures, and quality standards. - Escalation Handling:
Manage escalated customer concerns, resolving issues promptly and professionally. - Reporting:
Prepare and present performance reports and actionable insights to management. - Team Engagement:
Promote a positive, inclusive, and collaborative work culture that encourages engagement and team cohesion. - Process Improvement:
Identify opportunities to streamline operations and enhance the efficiency and effectiveness of service delivery.
Education and Skill Requirements:
- Bachelor’s degree or equivalent relevant work experience.
- Minimum of 3 years in a leadership or supervisory role within a contact center environment.
- Strong knowledge of contact center operations, industry best practices, and key performance metrics.
- Excellent communication and interpersonal skills with a proven ability to coach, motivate, and lead teams.
- Demonstrated success in driving performance improvements and achieving KPIs.
- Strong organizational skills with the ability to multitask and manage shifting priorities in a fast-paced environment.
- Proficiency with contact center systems and tools used for reporting, monitoring, and workforce management.
- Sharp problem-solving abilities and keen attention to detail.
- Commitment to excellence in customer service and quality assurance.
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.
