Position OverviewWe are seeking a Team Leader who will contribute to delivering exceptional customer experiences, driving sales growth, and achieving retention goals. The role requires a motivated leader with a passion for customer care and sales.
Position Responsibilities
Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
Provide guidance, coaching, and support to ensure individual and team success.
Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
Establish clear performance expectations and key performance indicators (KPIs) for team members.
Monitor and evaluate individual and team performance against set targets.
Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly.
Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention.
Implement strategies to enhance customer satisfaction, loyalty, and retention.
Address customer concerns and escalations in a timely and effective manner.
Collaborate with the sales and retention teams to set and achieve revenue targets.
Implement sales strategies to drive outbound sales and upselling opportunities.
Develop and execute retention strategies to minimize customer churn.
Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards.
Collaborate with other teams to streamline processes and enhance overall operational effectiveness.
Implement best practices to improve service delivery and achieve operational excellence.
Develop and implement training programs to enhance the skills and knowledge of team members.
Provide ongoing coaching and support to facilitate professional growth and development.
Stay informed about industry trends and customer care best practices.
Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization.
Present performance insights and recommendations to senior management.
Candidate Qualifications
Must be 18 years of age or older.
High school diploma or equivalent.
Proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment.
Strong understanding of customer service dynamics and sales processes.
Exceptional leadership and people‐management skills.
Excellent communication and interpersonal abilities.
Analytical mindset with the ability to make data‐driven decisions.
Proficiency in using relevant customer relationship management (CRM) tools.
Compensation & Benefits
Starting compensation is based on experience.
Health maintenance organization (HMO) coverage plus a dependent subsidy.
Dental coverage.
Free meal during training.
Career growth and learning opportunities.
Allowances for rice, clothing, laundry, and meals.
Performance and loyalty bonuses.
Frequent disinfection and fogging of the workplace.
Opportunities for growth and promotion.
Employee shuttle services.
Company retreats and off‐site events.
In‐office rewards, raffles, recognition gifts, and treats.
Rank & File: ₱100,000 coverage.
Supervisor/Manager: ₱120,000 coverage.
Physical RequirementsThis job operates in a professional office environment. Employees will be largely sedentary, requiring sitting/standing for long periods while using a computer and telephone headset. They will regularly operate a computer and other office equipment, including a phone, copier, and printer. Occasional movement throughout the office may be required; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and exert force up to forty (40) pounds.
Conditions of Employment
Must be authorized to work in the country where the job is based.
Must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Reasonable AccommodationConsistent 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 EmployerAt 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, treating employees with dignity and respect. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics and applies these principles to all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
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