As more and more business leaders leverage personalized AI solutions for their organizations, top-notch customer service becomes a major selling point for service providers. A Team Lead must have strong leadership and critical thinking skills as well as a genuine passion for providing exceptional experiences.
As Team Lead, you also play a pivotal role in boosting and maintaining team morale and performance by providing training and support to agents. This job is a great opportunity to acquire and improve communication and leadership skills while also learning the ins and outs of the telecommunications industry.
See if this job is right for you.
How You Spend Your Eight Hours
- Monitor, track, and evaluate agents performance based on predetermined KPIs
- Provide personalized feedback to ensure agents meet goals and adhere to Unity standards
- Actively interact with agents on the floor to ensure they remain productive and that systems function properly
- Ensure underperforming agents meet client expectations by creating, implementing, and documenting performance improvement plans and extensive coaching sessions
- Handle escalations and other high-level matters about the team and team members
- Handle communications between Call Center Management, clients, and agents
- Participate in vetting and recruitment processes
- Provide on-the-job training and uptraining as necessary to help agents meet Unity and client expectations
- Onboard and train new hires
- Handle timesheets, coaching and feedback sessions, agent performance evaluation (first-, third-, sixth-month, and annual performance evaluation), and admin reports
- Ensure the entire team remains functional
- Perform other job-related duties as assigned within the scope of practice
What You Must Possess
- Strong communication skills for interacting with telecom providers and carriers
- Attention to detail and ability to accurately extract and input data
- Experience with data entry and spreadsheet software
What You Shall Receive
- HMO coverage with two free dependents upon regularization
- VL/SL credits upon regularization
- Friendly and supportive work culture
- 13th-month pay and other Philippine-government-mandated benefits
- Non-taxable allowances
- Pay increases, performance bonuses, birthday gifts, and many more
What You Should Consider
- Full-time position
- Monday to Friday, 9 PM to 6 AM MNL
- Hybrid work setup with on-site training
Why Join Our Company
You look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.
