Contact Centre Team Lead

The Contact Centre Team Lead assists the Contact Centre Manager with the overall day-to-day operational and administrative tasks within the call centre. The position is responsible for handling client issues and concerns regarding operations and staff performance. The Contact Centre Team Lead coordinates with other Support Teams to ensure business continuity and performance compliance.

• Deliver operational successes in line with our service level agreements: ensuring our Partner Drivers meet our delivery guarantees and work in line with all legislation and client sensitive requirements.
• Build open communication channels with clients: collect Driver feedback to share with our clients, optimise operations, and influence business goals and priorities. 
• Interact with key stakeholders: Working with our internal teams to ensure a customer centric approach is always our key focus.
• Support and train the team through quality assurance and performance reporting
• Ensure that the Operational needs of the Client are regularly met, with regard to:
  • Code of Conduct/HR Policies and Processes
  • Key Performance Indicators (KPIs)
  • On-Boarding / Induction of new staff
  • Performance Review schedule and adherence
  • Performance Management and discipline cases
  • Attrition and performing Exit Interviews
  • Attendance
  • Client coordination and continued Process Improvement
• Create a safe, positive and vibrant place to work and to ensure employee well-being
• Establish a positive, supportive and collaborative work environment and develop programs to maintain an on-going excellent organisational culture
• Deliver solutions to challenges affecting the success of the Client

• Candidate must possess a Bachelor's Degree in Business, Marketing, Economics or related fields
• At least three (3) years of Managerial experience preferably in a start-up, ecommerce, or SaaS company you are someone who loves driving change in a fast-paced environment
• Previous work experience in a BPO/Offshoring company is preferred
• Experience with processes development, program/project management; experience working in a support organisation or for organisations known for their customer support
• Data/Analytics experience and must be knowledgeable in the use of MS Excel, Zendesk, or related CMS tools
• Must have hands-on experience in team management with proven track record in client relations management
• Background in Philippine Labor Laws / HR governing policies is an advantage
• Must have strong verbal and written English communication skills with excellent comprehension skills
• Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank
• Exceptional time management and work prioritization skills with the ability to switch between issues as required
• With proven planning and leadership skills and must be detail-oriented
• Strong commitment to service and a flexible can-do attitude to respond to client and business needs
• Exhibits a high degree of professionalism
• Ability to multitask and remain calm under pressure and stress
• Takes initiative and deliver solutions
• Must be willing to work in Bonifacio Global City, Taguig City; morning/mid shift

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.