Awesome CX by Transcom is looking for talented individuals like you to join our Awesome team!

Be a Team Leader for our Awesome CX by Transcom Davao site. This role will focus on managing and leading a team to ensure the delivery of a superior customer experience while achieving client targets and service level components.

Start Date: June 2025

Join our Awesome CX by Transcom Family as a Team Leader.

Job Description

As a Team Leader, you will be responsible for overseeing a team of employees, ensuring day-to-day operations run smoothly, and providing problem-solving solutions to meet required service level standards. You will develop your team to consistently deliver superior customer experiences by focusing on training, performance management, and communication. This position involves working closely with management, including hiring, training, and updating on team performance.

What we are looking for:

• A natural leader with a passion for customer experience.
• Someone who can effectively manage team performance, behavior, and development.
• A team player who thrives in a dynamic environment and fosters a positive work culture.
• A strategic thinker who can balance operational efficiency and team motivation.

To be successful in this role you must…

• Lead by example and inspire your team to achieve excellence.
• Monitor performance metrics (AHT, save rate) and provide ongoing coaching.
• Deliver new hire training and ensure that team members apply training effectively.
• Collaborate with HR to manage documentation, including leave applications, incident reports, and overtime trackers.
• Foster a culture of open communication and actively resolve conflicts.
• Recognize high performance and provide rewards and motivation.
• Organize team-building activities and ensure the continuous development of your team.

Job Requirements

• Proven experience in team leadership or a supervisory role.
• Strong coaching, training, and performance management skills.
• Ability to communicate effectively with all levels of the organization.
• Excellent problem-solving abilities and conflict resolution skills.
• Must be familiar with operational processes, including metrics tracking and reporting.
• High attention to detail and ability to prioritize tasks effectively.
• Must be adaptable and flexible in a fast-paced environment.