Responsibilities:

1. Monitor agent performance to ensure SLA and KPI targets are met.
2. Provide real-time Q&A support, handle escalations, and coach agents.
3. Troubleshoot complex or escalated cases.
4. Identify risks and escalate appropriately in daily operations.

Work Setup:

• Willing to work in McKinley, Taguig (office-based), Night Shift with flexible scheduling options to accommodate US time zones
• Flexible to work in a shifting schedule, including weekends (Saturday & Sunday) and Holidays
• Can start immediately

Job summary: Team Leader

Job Type: Full-time

Pay: Php35,000.00 - Php40,000.00 per month

Benefits:

• On-site parking
• Paid training

Schedule:

• 8 hour shift
• Evening shift

Work Location: In person

Qualifications:

• Fluent in English (reading, writing, and speaking).
• Experience in team leadership.
• Strong executive, team management, communication, and coordination skills.
• Customer-focused with strong problem-solving and results-oriented mindset.
• Bachelor’s degree or higher.