Awesome CX by Transcom is looking for talented individuals like you to join our Awesome team!
Be a
Team Leader for our Awesome CX by Transcom Davao site. This role will focus on managing and leading a team to ensure the delivery of a superior customer experience while achieving client targets and service level components.
Join our Awesome CX by Transcom Family as a Team Leader.
Specific duties include but not limited to the following tasks:
Monitor and conduct coaching on performance (metrics, save rate, aht) and behavior (attendance & punctuality) of team members.
Monitor team members participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed.
Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients.
Coordinate with HR Department in relation of team members leave application forms, incident reports, coaching logs, Overtime Trackers, and other internal documentation.
Communicates company & account goals, policies, safety practices and deadlines to the team.
- Experience managing teams in startups, small accounts, or pioneering brands
- Strong background in building or improving SOPs
- Comfortable working in brands with evolving structures
- Not limited to Telco we need someone with diverse industry exposure
- Lead by example and inspire your team to achieve excellence.
- Monitor performance metrics (AHT, save rate) and provide ongoing coaching.
- Deliver new hire training and ensure that team members apply training effectively.
- Collaborate with HR to manage documentation, including leave applications, incident reports, and overtime trackers.
- Foster a culture of open communication and actively resolve conflicts.
- Recognize high performance andOrganize team-building activities and ensure the continuous development of your team.
- Proven experience in team leadership or a supervisory role.
- Strong coaching, training, and performance management skills.
- Ability to communicate effectively with all levels of the organization.
- Excellent problem-solving abilities and conflict resolution skills.
- Must be familiar with operational processes, including metrics tracking and reporting.
- High attention to detail and ability to prioritize tasks effectively.
- Must be adaptable and flexible in a fast-paced environment provide rewards and motivation.
