Position Overview
Job Title: Team Leader
Job Type: Full - Time
Location: On-site | San Fernando, Pampanga
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
We are seeking a Team Leader to contribute to delivering exceptional customer experiences, driving sales growth, and achieving retention goals. If you are a motivated leader with a passion for customer care and sales, we invite you to apply and be a key player in our continued success.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Key Responsibilities
1. Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
2. Provide guidance, coaching, and support to ensure individual and team success.
3. Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
4. Establish clear performance expectations and key performance indicators (KPIs) for team members.
5. Monitor and evaluate individual and team performance against set targets.
6. Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly.
7. Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention.
8. Implement strategies to enhance customer satisfaction, loyalty, and retention.
9. Address customer concerns and escalations in a timely and effective manner.
10. Collaborate with the sales and retention teams to set and achieve revenue targets.
11. Implement sales strategies to drive outbound sales and upselling opportunities.
12. Develop and execute retention strategies to minimize customer churn.
13. Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards.
14. Collaborate with other teams to streamline processes and enhance overall operational effectiveness.
15. Implement best practices to improve service delivery and achieve operational excellence.
16. Develop and implement training programs to enhance the skills and knowledge of team members.
17. Provide ongoing coaching and support to facilitate professional growth and development.
18. Stay informed about industry trends and customer care best practices.
19. Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization.
20. Present performance insights and recommendations to senior management.
Candidate Qualifications
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
The Ideal Candidates For This Position Are Highly Motivated And Dedicated And Should Possess The Below Qualities
1. Must be 18 years of age or older
2. High school diploma or equivalent
3. Proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment.
4. Strong understanding of customer service dynamics and sales processes.
5. Exceptional leadership and people management skills.
6. Excellent communication and interpersonal abilities.
7. Analytical mindset with the ability to make data-driven decisions.
8. Proficiency in using relevant customer relationship management (CRM) tools.
Compensation Details
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
1. Paid Time Off: Earn PTO and paid holidays to take the time you need.
2. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
3. Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
4. Retirement Savings: Secure your future with retirement savings programs, where available.
5. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance: Access life insurance options to safeguard your loved ones.
7. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training: Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
10. Casual Dress Code: Be comfortable while you work.
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
CONDITIONS OF EMPLOYMENT
All MCI Locations
1. Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
1. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
2. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr