Job Description

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Team Leader to join our team in the Philippines.

Key Responsibilities include but are not limited to:

• Team Leadership: Lead, mentor, and develop a team of agents, providing direction, guidance, and feedback to help them achieve both individual and team performance goals.
• Performance Management: Monitor and manage team performance against key performance indicators (KPIs) and targets, consistently delivering results through effective coaching and ongoing development.
• Coaching and Development: Provide hands-on coaching to agents, identify skill gaps, and implement training and development plans to maximize performance and career growth.
• Customer Focus: Ensure team members consistently deliver outstanding service to customers, maintaining high levels of customer satisfaction and resolving issues in a timely manner.
• Adaptability and Flexibility: Adapt to changing business needs, including varying work schedules, shifts, and holiday coverage. Lead your team through periods of transition and support the achievement of objectives in dynamic environments.
• Problem Solving: Address and resolve complex issues effectively and efficiently, utilizing sound judgment and strong decision-making skills.
• Reporting and Analysis: Review performance data, identify trends, and use insights to drive improvements in team performance. Provide regular reports and updates to management on team progress and challenges.
• Call Center Tools and Processes: Ensure team members are effectively utilizing call center tools and adhering to established processes to maintain productivity and service quality.
• High-Pressure Situations: Maintain composure under pressure, consistently delivering results while balancing competing priorities and managing customer expectations.
• Target Achievement: Continuously work towards meeting and exceeding set targets, ensuring team performance is aligned with organizational objectives.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements

We’re looking for individuals who:

• Have 2+ years of experience as Team Leaders in the BPO industry
• Experience supporting a fitness account or knowledge on health/fitness and gym equipment preferred
• Experience using Zendesk a huge plus
• Have strong verbal and written English skills
• Have strong performance management background
• Are open to shifting, flexible in terms of work hours, and working on holidays
• Have excellent coaching skills
• Can work under extreme pressure
• Possess above average English written and verbal communication skills
• Have demonstrable track record in achieving targets and improving agent performance
• Are service and customer-focused
• Have strong analytical skills; very detail-oriented
• Have strong decision-making and problem-solving skills
• Are knowledgeable in call center tools and processes