Team Leader – Customer Service Representative

About the role

We are looking for a dynamic Team Leader to oversee a group of Customer Service Representatives at our Cagayan de Oro site. In this role you will drive performance, coach agents and collaborate with Workforce Management to ensure optimal staffing.

Key responsibilities

• Set targets, monitor team metrics and ensure KPIs and SLAs are met.
• Analyze call trends, identify root causes and implement actions to reduce volume.
• Lead full‑cycle talent management: hiring, coaching, conducting weekly performance reviews and preparing team members for promotion.
• Partner with Workforce Management to align staffing levels with cost‑effectiveness and efficiency.
• Propose process improvements and present ideas to senior leadership.

Required profile

• Proven experience managing and motivating teams in fast‑paced environments.
• Strong understanding of KPI and SLA measurement.
• Aptitude for turning data from spreadsheets into actionable plans.
• Ability to deliver clear, constructive feedback and handle performance conversations.

Required skills

• Experience with Business Intelligence (BI) tools.

What we offer

• Above‑market compensation and comprehensive healthcare from day one.
• Paid time‑off with cash conversion, group life insurance and performance bonuses.
• Opportunities for continuous learning, career advancement and inclusive workplace culture.