Team Leader Technical Support with Sales
Location: Alabang, Muntinlupa City (Full Onsite eClerx Manila)
Job Summary:
The Team Leader will supervise and guide a team of Technical Support with Sales agents to ensure operational efficiency, high-quality service, and revenue performance. This role acts as the first line of leadership, coaching agents, monitoring performance, and ensuring KPIs and client expectations are consistently met.
Key Responsibilities:
- Supervise daily team operations, ensuring SLA, KPI, and quality targets are achieved
- Coach and mentor agents for technical troubleshooting excellence and sales performance
- Monitor team metrics such as AHT, CSAT, FCR, and sales/upsell conversion rates
- Conduct regular team huddles, performance reviews, and feedback sessions
- Manage escalations and provide guidance to resolve complex customer issues
- Collaborate with Quality, Training, and Workforce Management to improve workflows and agent performance
- Support onboarding, nesting, and continuous development of new hires
- Ensure compliance with company, client, and regulatory policies
Required Qualifications:
- Bachelor's degree preferred; College-level with strong BPO experience accepted
- Minimum of 24 years BPO experience with at least 1 year in a leadership/supervisory role
- Experience in Technical Support and/or Sales-driven environments
- Excellent communication, coaching, and interpersonal skills
- Strong problem-solving, decision-making, and analytical skills
Core Competencies:
- Leadership and team management
- Ability to motivate and engage agents
- Performance monitoring and reporting
- Customer-focused with a results-driven mindset
- Conflict resolution and escalation management
Work Arrangement:
Full Onsite Alabang, Muntinlupa City (Aeon Prime Tower / Northgate Cyberzone)
