Deskripsi Pekerjaan
Are you an experienced and driven professional ready to take the next step in your career? Torch Solutions is urgently hiring a dedicated Call Center Team Leader to join our expanding operations in Cebu City. This is more than just a job it is a premier pathway to leadership excellence within a company that values its people above all else.
At Torch Solutions, we have cultivated a culture of collaboration, continuous learning, and high performance. We are looking for a motivational leader who can drive results while fostering a supportive team environment. As a Team Leader, you will be entrusted with the success of your team. Reporting directly to the Operations Manager, you will oversee 15-20 Customer Service Representatives, ensuring daily operational KPIs are achieved, from service levels to quality scores. You will be the bridge between management and agents, translating company goals into actionable team objectives. Your ability to analyze data, identify coaching opportunities, and resolve conflicts efficiently will directly contribute to our reputation for service excellence.
Cebu City remains the heart of the Philippine BPO industry, and we are proud to offer one of the most attractive compensation packages in the local market. The salary range is ₱24,000 to ₱31,000 per month, complemented by comprehensive HMO benefits, paid time off, and a structured career ladder that rewards performance and dedication.
Our ideal candidate is a hands-on leader who enjoys being on the floor, engaging with agents, and leading by example. You will conduct regular coaching sessions, handle escalated calls with professionalism, and ensure your team consistently meets or exceeds client expectations. In return, you will receive world-class training, ongoing support from your management team, and the autonomy to make decisions that benefit your team.
If you are passionate about developing talent, thrive in a fast-paced environment, and are ready to lead a team to new heights, Torch Solutions provides the perfect platform for your career growth. Embrace the opportunity to make a real impact. Apply for the Team Leader position today and light the way with Torch Solutions!
Tanggung Jawab
- Lead, mentor, and supervise a team of 15-20 Customer Service Representatives to ensure performance targets are consistently met.
- Conduct regular coaching sessions, performance reviews, and team meetings to foster professional growth and accountability.
- Monitor real-time operational metrics (e.g., AHT, CSAT, FCR, Occupancy) and implement effective strategies to maintain service excellence.
- Act as the primary escalation point for complex customer complaints, resolving issues with tact and professionalism.
- Collaborate with Workforce Management, Quality Assurance, and Training departments to optimize scheduling, enhance quality, and upskill agents.
- Prepare and submit accurate daily, weekly, and monthly reports to senior management, highlighting team achievements and areas for improvement.
- Champion a culture of recognition, diversity, and inclusion to boost employee morale and retention.
- Ensure strict adherence to company policies, procedures, and compliance standards.
Kualifikasi
- Minimum 2-3 years of experience as a Team Leader in a BPO or Call Center environment is required.
- Demonstrated success in managing performance metrics and driving team results.
- Exceptional verbal and written communication skills in English.
- Strong leadership presence with the ability to motivate and influence direct reports.
- Analytical mindset with proficiency in Excel, Google Sheets, and CRM tools.
- Flexibility to work in shifting schedules, including night shifts, weekends, and holidays.
- Bachelor's Degree holder; relevant college experience may be considered in lieu of a degree.
- Candidates must be willing to work onsite in Cebu City.