Team Leader - Bacolod, Philippines (Pooling)

Team Leader - Bacolod, Philippines (Pooling)

Location: Philippines, Bacolod City

Job category: Operations

Language: English

Transcom is looking for talented individuals to join our team as the next Team Leader for our Bacolod site.

Key Responsibilities

• Team Leadership & Coaching: Supervise, motivate, and coach a team of Specialists through 1:1 sessions, performance reviews, and calibration to foster a culture of high performance and continuous improvement.
• Performance Management: Monitor individual and team metrics (e.g., Responses per Hour (RPH), Time to First Response (TFR), resolution rate, quality scores, CSAT/NPS) and implement targeted action plans to ensure all KPIs and SLAs are consistently met or exceeded.
• Operational Excellence: Collaborate with workforce management teams on day-to-day workflow, scheduling, and queue distribution to ensure optimal coverage and ticket management during peak tim...