Team Leader

Position Title: Team Leader

Work Set Up: Work From Home

Schedule: 12:00 AM - 9:00 AM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

We are looking for a Team Leader to oversee offshore team operations, ensure service quality, and handle escalations across voice, chat, and email. The role involves coaching staff, managing performance metrics, and coordinating with other teams. The ideal candidate has 5+ years of customer service experience, strong leadership and communication skills, is tech-savvy, and must be willing to work graveyard shifts supporting U.S. time zones.

What You’ll Do:

• Manage day to day of offshore CS team operations.

• Coach and hold staff accountable to quality, metrics, and volume.

• Cascade Changes in product and policy to team members.

• Provide accurate, valid, and complete information by using the right methods/tools

• Take and resolve customer service requests via different forms of communication.

• Foster a culture of positivity, enthusiasm, teamwork, and care for clients and co-workers.

• Use critical thinking skills to propose a proper and thorough solution for every client’s concern.

• Be timely, accurate, empathetic, responsive, and sensitive to clients' concerns, questions, and requests.

• Coordinate communication with other departments for follow-through on technology-related issues or order preparations.

• Assist in client escalations, taking calls, and responding to emails as needed.

• Measure key performance indicators ensuring service levels are met, high quality, and productivity is maintained and exceeding customer service goals.

• Administer customer service technologies.

• Continually look for ways to ensure your clients and team feel fulfilled, appreciated, and excited to work with you and our company.

• Should be able to learn our product offerings thoroughly and, perform training coaching sessions, and teach our products to any user/team member upon request, both online and in person.

• Interpret users’ needs and wants when they may not know what they want and or need.

• Solve user issues while also teaching them how to self-service for future use.

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

What We’re Looking For:

• Availability for Graveyard Shift to Support U.S. Time Zones. Non-negotiable

• Experience with Zendesk or other Customer Support tools.

• Fluent in English Spoken, Written, and reading comprehension

• Comfortable with written language - not only in crafting responses but also in accurately interpreting the actual requests of clients.

• Attention to detail

• 5+ years of relevant experience in a fast-paced online customer service environment. Including Voice, Chat, Email

• Basic knowledge of the Real Estate and/or Mortgage Lending industries is a plus, but optional.

• Dynamic and reliable team members are ready to take on anything that comes at them and inspire their team to do the same.

• Strong training, organizational, and project management skills

• A creative problem solver that proactively looks for new solutions with the big picture of the overall company initiatives in mind.

• Ability to remain calm and respond in a friendly manner under pressure.

• Empathy for users who are not tech-savvy.

• Proven ability to embrace and manage change in an ever-changing environment.

• Extremely comfortable with technology, wants to learn more and multitasks with ease.

• Ability to learn internal systems quickly and efficiently.

• Critical Thinker, who looks outside the box.

• Able to manage confrontational and escalated customer issues in a controlled and courteous manner.

• Flexible and resilient, comfortable with ambiguity, adaptable to a fast-changing environment.

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!