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Open nowFirst seen 4 days ago

TEAM LEADER

HRTX220 open roles

Where
Cebu City, Cebu, Philippines
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Your applicationOpen nowTEAM LEADERHRTX · Cebu City, Cebu, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on HRTX's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

The posting

Job Title: Team Lead Location: CEBU, Philippines Employment Type: Full-time Industry: BPO / Customer Service / Retail Campaigns

Job Summary: We are seeking a dynamic and experienced Team Lead to drive performance and operational excellence within a customer service team. This role involves overseeing daily team functions, coaching members to meet key performance indicators (KPIs), and ensuring alignment with client goals and service quality standards. A proactive mindset, strong communication skills, and a passion for leading teams are essential for success in this position.

Key Responsibilities:

  • Serve as the primary point of contact for team-related inquiries and resolve issues in a timely manner.
  • Set clear performance goals and deadlines, encouraging accountability across the team.
  • Develop and execute strategies to improve compliance with company policies and operational targets.
  • Conduct regular team meetings to share updates, align on performance expectations, and promote best practices.
  • Prepare and present performance reports to management and stakeholders.
  • Ensure physical and branding standards within the workplace are consistently met.
  • Handle customer interactions directly when needed, providing exceptional service and addressing concerns effectively.
  • Drive achievement of KPIs including upselling, member rewards, credit acceptance, and CSAT (Customer Satisfaction) scores.
  • Monitor service quality through call evaluations and provide coaching for improvement.
  • Collaborate with cross-functional teams and participate in quality, CSAT, and performance calibration sessions.
  • Provide real-time support and guidance during escalations or operational challenges.
  • Track team progress and facilitate quality improvement initiatives regularly.
  • Offer floor support and assist in real-time issue resolution.
  • Monitor and manage schedule adherence, shrinkage, and attrition.
  • Conduct weekly business reviews and represent management when required.
  • Motivate team members through effective communication, training, and skills development.
  • Support the hiring and onboarding process, ensuring a seamless transition for new employees.

Qualifications:

  • At least 2 years of experience in a leadership role, preferably in a retail or customer service campaign.
  • Open to undergraduates with strong leadership potential and willingness to learn.
  • Strong communication skills (both verbal and written), with the ability to engage effectively with stakeholders.
  • Analytical mindset with the ability to review and act on performance metrics.
  • Proven ability to lead and inspire teams, adapt to change, and drive continuous improvement.

Mandatory Skill: Customer Service Helpdesk Experience Level: 13 Years

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  1. A CV for this posting

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  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on HRTX's form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    HRTX's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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3×

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  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

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The numbers game

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