BPO Team Leader - Blended Account Pooling

ABOUT US:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: www.CEF.inc

JOB DESCRIPTION:

The Team Manager is responsible for managing a team of customer service representatives or agents. This role ensures that the team meets performance targets, provides high-quality service to clients, and adheres to company policies and procedures.

ROLES AND RESPONSIBILITIES:

Team Leadership:

• Supervise, lead, and motivate a team of agents to achieve performance metrics.
• Conduct regular team meetings to communicate updates, expectations, and address concerns.
• Foster a positive work environment that encourages teamwork and personal growth.
  
  
  

• Monitor individual and team performance against established KPIs (Key Performance Indicators).
• Provide regular feedback, coaching, and performance appraisals to team members.
• Implement performance improvement plans when necessary.
  
  
  

• Identify training needs and coordinate training sessions for team members.
• Support new hires through the onboarding process and ensure they are adequately trained.
• Encourage continuous learning and development within the team.
  
  
  

• Ensure adherence to quality standards and compliance with company policies.
• Conduct regular quality checks and audits on agent interactions.
• Address and resolve quality issues promptly.
  
  
  

• Handle escalated customer issues and complaints, providing resolutions in a timely manner.
• Ensure a high level of customer satisfaction and maintain positive client relationships.
• Analyze customer feedback and implement strategies for improvement.
  
  
  

• Manage daily workflow and adjust staffing levels as needed to meet client demands.
• Collaborate with the Operations Manager to develop and implement process improvements.
• Track and report on team performance metrics and operational outcomes.
  
  
  

• Serve as the primary point of contact for team-related matters.
• Maintain open and effective communication channels with team members and management.
• Ensure timely dissemination of information to the team.
  
  
  

• Maintain accurate records of team performance, attendance, and other relevant data.
• Prepare and submit regular reports to the Operations Manager.
• Assist in the development and implementation of company policies and procedures.
  
  
  

• Minimum of 1 year confirmed experience as a Team Leader (not acting, intern, or temporary)
• Must have a strong background in managing voice/email/chat teams within the BPO industry.
• Experience in retail electronics/appliances campaigns is highly desirable but not required
• Prior experience in managing high contact volume campaigns (preferred)
• Prior experience in launching or managing a pioneer account is preferred.
• Strong understanding of customer service principles and practices.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to handle high-pressure situations and manage multiple priorities.
  
  
  

• This role is currently remote/work-from-home, but candidates must be open to possible changes in work setup, including a shift to on-site, if required by business needs.
• Must be based in Mega Manila and stay within the area throughout employment to ensure quick equipment support and availability for any in-person requirements.