Team leader

A SNAPSHOT OF YOUR ROLE

Location: Ortigas, Beta
Shift: Mid-shift, weekdays off
Type: Fixed Term

As a Team Leader, you'll lead a team of Customer Contact Officers supporting a leading UK ticketing and events provider. You'll be responsible for driving team performance, coaching agents, and ensuring customers receive a seamless and enjoyable experience across all contact channels.

YOUR DAILY RESPONSIBILITIES

• Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets
• Monitor team metrics (quality, productivity, attendance) and address performance gaps
• Handle escalated customer issues and complex enquiries beyond agent level
• Conduct coaching sessions, huddles, and performance reviews
• Support onboarding and training of new team members
• Maintain accurate reporting and communicate performance updates to management
• Ensure team adherence to company policies, service standards, and compliance requirements
• Identify process improvements and support their implementation within the team
• Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions
• Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction

A BIT ABOUT YOU

• Proven experience leading or supervising a customer service team, ideally in a contact centre environment
• Strong coaching and people management skills
• Confident using workforce management, reporting, and CRM systems
• Excellent communication skills with the ability to influence and motivate others
• Adaptable and comfortable managing competing priorities in a fast-paced environment
• Strong problem-solving skills with sound judgement under pressure
• High attention to detail balanced with a sense of urgency

WHAT WE VALUE
We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!