This position is primarily responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans.


  • Communicates program and company information

  • Removes barriers affecting ability of team to collaborate

  • Provides feedback on corrective actions implemented based on employee suggestions

  • Participates in corporate employee program initiatives

  • Aids in designing rewards and recognition activities

  • Promotes 2-way information flow

  • Mentoring Team Leaders, Sales Coach and OIC’s through formal channels.

  • Conducts regular evaluation as well as coaching sessions improve individual and team performance.

  • ids to execute competency appraisal system of the campaign and the company

  • Actions issues identified from the performance reports

  • Assists in selection of agents to be promoted to future leadership posts

  • Ensures team’s systems, tools and equipment in working order

  • Responsible in tracking, updating, and maintaining accurate performance reports and scorecards of agents and teams.

  • Ensures program has adequate trained staff

  • Enforces Schedule Compliance and staffing

  • Actions issues identified from performance reports

  • Observes coaching sessions between agents and leaders

  • Complying and enforcing standard program and company policies and procedures.

  • In charge of providing accurate information from operations – attendance, FTE requirements, team output, etc

  • Managing program funds, budget and incentives with the guidance of the account manager

  • Ensures accuracy of submitted attendance record and schedules of the program

  • Answers calls in order to understand all issues and be able to assist agents on all calls

  • Responsible for specific processes and approvals to be conducted during calls that specific to the TL role


  • Bilingual Communication Skills.

  • Flexible Schedule Availability

  • Minimum one year supervisory experience within a contact center environment, or the ability to demonstrate the skills required for the effective recruitment, selection and supervision of a team

  • Computer literate with proficiency in MS Excel, MS Word and MS PowerPoint

  • Excellent communications skills

  • Results oriented; thrives on accuracy and high attention to detail

  • Efficient and Organized – able to produce significant output and completes assigned work in a timely manner

  • Able to adjust quickly to changing priorities and conditions in the work environment

  • Clear and logical thinking

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