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KMC Work Location: CYBER SIGMA

Location: Taguig City, Metro Manila

Date Posted: 2023-02-17

Hiring Organization: KMC Solutions | XTN-8EEE177

Career Category: Call Center Operations

The main responsibilities of a TEAM LEADER include:

  • Develop strategies and action plans, which will be used to meet or exceed SLAs
  • Work closely with the Operations Manager on the process front
  • Attention to detail regarding all the processes and client reports
  • Work closely with the manager to bring best-in-class ideas / innovations / process improvements
  • Effectively plan and control SLAs using tools from the client for execution
  • Continually monitor and improve the overall performance of the team
  • Comply with the client and organization’s internal policies and procedures
  • Ensuring all SLAs (Collections, Productivity, Quality, TAT) across all the teams are met
  • Seek inputs from team members on ways to improve SLAs
  • Anchor and complete skip-level meetings every month
  • Actively acknowledge everyone’s efforts, contribution, and commitment to your processes
  • Ensure daily team huddles/meetings are used constructively to communicate client and policies and procedure
  • Challenge poor performance of processes in a positive and constructive manner
  • Be the anchor between all departments and verticals to address all process-related gaps

To apply for the role, you must have the following:

  • Minimum of 4 years experience in Customer Service or relevant field
  • Excellent communication skills (English, both oral and written)


It will also be favorable if you have the following:

  • Bachelor’s Degree
  • Attention to detail and concern for accuracy
  • Excellent time management skills and multi-tasking ability
  • Compliant with rules and regulations