Team Leader | Management Track  

Overview of the position:

The Team Leader will work directly with the company’s US-based leadership team to head a team of Customer Service agents supporting the customers of the US parent company

This position will be responsible for:

• Providing world-class service excellence to the company’s clients by:
  • Attending to inbound calls/chats/emails, online support requests, and customer relationship support in accordance with standard operating procedures
  • Monitoring customer care representative calls and providing performance-related coaching and feedback
  • Developing and establishing transaction support processes and procedures in accordance with global best practices
• Validating processes and scripts supporting the company’s latest product
• This position is on the management track for further leadership opportunities -- the Team Leader will have the option of pursuing leadership roles within and outside of the company’s Customer Service division, as well as qualifying for the company’s Education Scholarship program

Overview of Employer / the Company:

• The employer, a technology company in the consumer services industry and based in New York City, has decided to locate its Customer Service division in the Philippines
• The New York-based executive team has experience working with BPO leaders such as Accenture, IBM, Xerox, EXL, WNS, and Wipro, and will work directly with the Team Leader

Why Join Us?

• Career stability: the Philippine call center is fully funded and will exclusively serve the clients/customers of the US-based parent company
• Bonus: incentive structure allows the Team Leader to earn up to 30% bonus
• Location: We are located at the heart of Ortigas Center -- very accessible whether you are coming from north or south of the city. As we are growing, we are considering other locations and welcome the team's input on which locations to prioritize.
• Benefits: comprehensive medical coverage
• Growth: opportunity to progress within the company to leadership roles within and outside of Customer Service
• Education scholarship: employees who have completed three years of service can apply for the company’s scholarship program, where the company fully funds the employee’s Bachelor’s or Master’s tuition costs in selected institutions
• Culture: we seek to have the Philippine operations mirror the positive, enabling culture of our US operations, and the Team Leader will work regularly with the US leadership in support of this
• Equal opportunity employer: we accept all genders, sexual orientations, and religious affiliations -- everyone deserves to be treated with the utmost respect and consideration

• 3-7 years of contact center experience providing inbound customer care support to US customers
  • Experience working in hospitality, tourism, hotels, and/or airlines is preferred, but not required
• Associate's Degree or higher
• Above-average English communication skills; proficiency in Chinese and/or Korean is a plus
• Entrepreneurial mindset