Team leader

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
A SNAPSHOT OF YOUR ROLE
Location: Ortigas, Beta
Shift: Mid-shift, weekdays off
Type: Fixed Term
As a Team Leader, you'll lead a team of Customer Contact Officers supporting a leading UK ticketing and events provider. You'll be responsible for driving team performance, coaching agents, and ensuring customers receive a seamless and enjoyable experience across all contact channels.
YOUR DAILY RESPONSIBILITIES
Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets
Monitor team metrics (quality, productivity, attendance) and address performance gaps
Handle escalated customer issues and complex enquiries beyond agent level
Conduct coaching sessions, huddles, and performance reviews
Support onboarding and training of new team members
Maintain accurate reporting and communicate performance updates to management
Ensure team adherence to company policies, service standards, and compliance requirements
Identify process improvements and support their implementation within the team
Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions
Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction
A BIT ABOUT YOU
Proven experience leading or supervising a customer service team, ideally in a contact centre environment
Strong coaching and people management skills
Confident using workforce management, reporting, and CRM systems
Excellent communication skills with the ability to influence and motivate others
Adaptable and comfortable managing competing priorities in a fast-paced environment
Strong problem-solving skills with sound judgement under pressure
High attention to detail balanced with a sense of urgency
WHAT WE VALUE
We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
Curious and Clever: Smart questions spark smart solutions.
Entrepreneurial Energy: Think like an owner. Solve like a founder.
Fast with Intent: We move fast and deliver real results.
Laugh and Learn: We don't take ourselves too seriously, just our results.
What are you waiting for? Come for a career, stay for the fun!
Join the A-Team and experience the A-Life!