Team Leader
Job details
Full-Time Job Title: Team Leader Job Type: Full - Time Location: On-site | Angeles City, Pampanga MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking a Team Leader and contribute to delivering exceptional customer experiences, driving sales growth, and achieving retention goals. If you are a motivated leader with a passion for customer care and sales, we invite you to apply and be a key player in our continued success. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Key Responsibilities:
- Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
- Provide guidance, coaching, and support to ensure individual and team success.
- Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
- Establish clear performance expectations and key performance indicators (KPIs) for team members.
- Monitor and evaluate individual and team performance against set targets.
- Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly.
- Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention.
- Implement strategies to enhance customer satisfaction, loyalty, and retention.
- Address customer concerns and escalations in a timely and effective manner.
- Collaborate with the sales and retention teams to set and achieve revenue targets.
- Implement sales strategies to drive outbound sales and upselling opportunities.
- Develop and execute retention strategies to minimize customer churn.
- Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards.
- Collaborate with other teams to streamline processes and enhance overall operational effectiveness.
- Implement best practices to improve service delivery and achieve operational excellence.
- Develop and implement training programs to enhance the skills and knowledge of team members.
- Provide ongoing coaching and support to facilitate professional growth and development.
- Stay informed about industry trends and customer care best practices.
- Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization.
- Present performance insights and recommendations to senior management.
- Must be 18 years of age or older
- High school diploma or equivalent
- Proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment.
- Strong understanding of customer service dynamics and sales processes.
- Exceptional leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with the ability to make data-driven decisions.
- Proficiency in using relevant customer relationship management (CRM) tools.
- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
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