Team Lead (Telco)

The Team Leader leads a team of agents that handle voice, chat, email and social interactions with the client’s customers. The Team Leader is expected to manage up to 15 people across varying contact types. With key focus on engagement, the role is primarily responsible for creating a team environment where people are engaged, coached, and trained to achieve targets on a daily basis.

• Lead, coach and develop team members to enable them to perform at their best via ownership of the client relationship, excellent service quality, product knowledge, and timely resolution of issues
• Ensure that team maintains minimum average benchmarks on an individual and daily basis through daily goal setting: KPI’s, queues, call handling times, auditing and quality recording evaluations
• Understand all targets and use management information effectively to manage team performance e.g. accounts actioned
• Monitor the workflow of the team, allocating tasks to team members to achieve the required output and meet Service Level Agreements
• Regularly observe work practices to ensure all work is accurate and completed to agreed quality standards
• Manage escalated or complex tasks
• Motivate and encourage team spirit and team members to achieve excellent results by taking ownership of their work and demonstrating business behaviors
• Identify better ways to perform tasks and contribute ideas to make systems, processes and procedures improvements
• Maintain strong working relationships with other Team Leaders and other with whom the area has contact
• Ensure compliance with Statutory Regulations and OH&S policy is maintained including workplace audits
• Communicate and implement group-wide initiatives ensuring all information distributed is up to date and readily accessible e.g. people engagement action plan
• Support the Contact Centre Manager to keep unit costs within budget

• Must have hands-on experience in team management with proven track record in client relations management
• Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank
• Ability to make sound decisions, goal-oriented, energetic, and a forward thinker who has set high standards
• Solid business understanding and acumen
• Exceptional time management and the ability to prioritise both customer and team demands
• Solid understanding of contact centre metrics and performance improvement triggers
• Can work independently and manage multiple activities at a time
• Strong commitment to service and a flexible can-do attitude
• Takes initiative and deliver solutions
• Phone-screened applicants are given priority for this role

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.