Team Leader

Job Summary:

We are seeking a motivated and skilled Team Leader to oversee and guide our talented team of Guest Services agents who handle calls, chats, and emails from our US-based clients. The ideal candidate will have a proven track record of leadership, excellent communication skills, and the ability to drive team performance. As a Team Leader, you will play a critical role in ensuring that our team operates efficiently and delivers outstanding customer service.

Key Responsibilities:

Lead, mentor, and motivate a team of Guest Services agents to achieve company goals and objectives.

Develop and implement effective team strategies to enhance productivity and performance in handling calls, chats, and emails.

Monitor team performance, providing regular feedback and conducting performance evaluations.

Foster a positive and collaborative team environment, promoting teamwork and open communication.

Resolve conflicts and address any issues that may arise within the team.

Coordinate with other departments to ensure seamless operations and effective communication.

Identify training needs and facilitate professional development opportunities for team members.

Maintain accurate records of team activities and performance metrics.

Ensure compliance with company policies and procedures.

Understand and respect Filipino culture to effectively manage and support our Philippine-based agents.

Handle interactions with US-based clients, ensuring their needs are met promptly and efficiently.

Utilize and manage platforms like ZOHO and RingCentral to streamline team operations and client interactions.
Qualifications:

Minimum of 5 years of experience in a leadership role, preferably in customer service or a related field.
Proven ability to lead and manage a diverse team.
Exceptional communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Ability to work under pressure and meet deadlines.
Proficient in Microsoft Office Suite and relevant customer service software/tools.
Experience with ZOHO and RingCentral platforms is highly desirable.
High level of integrity and professionalism.
Knowledge of Filipino culture and experience working with teams in the Philippines is a plus.