Team leader### Team leaderApply: Pasig City: Full time: Posted Today: End Date: November 17, 2026 (30+ days left to apply): R12929We’re an award-winning global outsourcer providing contact center and back office services on behalf of our integral clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldA SNAPSHOT OF YOUR ROLELocation: Ortigas, Beta Shift: Mid-shift, weekdays off Type: Fixed TermAs a Team Leader, you'll lead a team of Customer Contact Officers supporting a leading UK ticketing and events provider. You'll be responsible for driving team performance, coaching agents, and ensuring customers receive a seamless and enjoyable experience across all contact channels.YOUR DAILY RESPONSIBILITIES* Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets* Monitor team metrics (quality, productivity, attendance) and address performance gaps* Handle escalated customer issues and complex enquiries beyond agent level* Conduct coaching sessions, huddles,



and performance reviews* Support onboarding and training of new team members* Maintain accurate reporting and communicate performance updates to management* Ensure team adherence to company policies, service standards, and compliance requirements* Identify process improvements and support their implementation within the team* Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions* Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfactionA BIT ABOUT YOU* Proven experience leading or supervising a customer service team, ideally in a contact centre environment* Strong coaching and people management skills* Confident using workforce management, reporting, and CRM systems* Excellent communication skills with the ability to influence and motivate others* Adaptable and comfortable mana

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📍 Asia