We’re seeking a proactive and reliable Call Center Team Lead in our Cebu call center to support our frontline associates in delivering exceptional customer service across multiple channels. In this role, you'll be a key operational support partner to the Supervisor—ensuring agents are productive, engaged, and aligned with quality standards.
What you’ll do:
- Monitor daily agent productivity, attendance, and adherence to scheduled time.
- Provide floor support and respond to help requests via Five9 or other platforms.
- Assist in responding to escalated customer issues in voice, chat, and email channels.
- Listen to calls and provide timely coaching to improve agent performance.
- Help onboard and train new hires alongside the training team.
- Support supervisors in gathering QA, SLA, and KPI data.
- Update standard performance and operations reports.
- Assist with disciplinary documentation and employee coaching sessions.
- Participate in the maintenance of SOPs and internal resources.
- Collaborate cross-functionally with QA, training, and workforce teams.
- Provide overflow or backup coverage across call center teams.
What We’re Looking For:
- 1–2 years of experience in a contact center environment, preferably in a leadership or SME role.
- Familiarity with KPIs, QA scorecards, and time management tools.
- Strong interpersonal, coaching, and communication skills.
- Ability to multitask and make real-time decisions under pressure.
- Experience with Five9, Freshdesk, or similar platforms is a plus.
- A team-first attitude with a strong sense of accountability.
Job Type: Full-time
Pay: Php25,000.00 - Php30,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
Work Location: In person
Expected Start Date: 08/17/2025