Team Leader

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Job Requirements:

• Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity. 
• Strong leadership, mentoring, and team management skills. Excellent verbal and written communication abilities. 
• Proficiency in handling escalated customer issues with empathy and efficiency. 
• Ability to identify upselling opportunities and coach the team to achieve sales targets. 
• Strong organisational skills with the ability to multitask and prioritise effectively. 
• Proficiency with CRM systems, email tools, chat platforms, and performance tracking tools.

Core Responsibilities:

• Team Leadership: Supervise, mentor, and motivate the customer support team to achieve performance goals and maintain high service standards.
• Conduct regular performance reviews, provide feedback, and identify development opportunities for team members. 
• Manage team schedules to ensure adequate coverage across phone, email, and chat channels. 
• Act as the first point of escalation for complex customer issues, resolving them effectively or escalating further as necessary. 
• Facilitate training sessions to enhance team skills and knowledge of company services and processes. 
• Customer Support: Handle incoming customer inquiries via phone, email, and live chat with professionalism and accuracy. 
• Provide detailed information about our services, troubleshoot issues, and resolve complaints efficiently.
• Identify opportunities to upsell additional services and guide the team to do the same.
• Document customer interactions and maintain accurate records in the CRM system.
• Collaborate with internal teams to resolve escalated or recurring issues and contribute to process improvements.
• Operational Oversight: Monitor team performance metrics and prepare regular reports for management.
• Identify areas for improvement in team workflows and suggest actionable solutions.
• Ensure the team adheres to company policies, procedures, and service-level agreements (SLAs).
• Lead by example in maintaining high standards of customer satisfaction and professionalism.

Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.

Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!