Team Leader

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

📣 Marketing

💼 Consulting

Logistics • Marketing • Consulting

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Oversee day-to-day operations of assigned customer programs during a designated shift • Support management with customer escalations and monitor critical processes • Coach and develop the assigned team of Customer Service Representatives • Manage CSRs to achieve or exceed goals and key performance indicators • Ensure CSRs are informed and trained on product and system updates • Conduct business reviews and performance management activities • Complete daily and weekly coaching sessions • Provide floor support as a subject matter expert on policy and procedures • Handle escalated calls as needed • Assist with queue management using available tools • Support preparation of business reports, including CSR KPI performance, scorecards, and case analysis • Implement and administer assessments to measure team performance • Monitor account-required metrics and quality standards • Attend internal and external calibration sessions and client meetings • Perform administrative and other related tasks as assigned • Liaise between management/HR and CSRs, escalating benefits, grievances, and other HR issues • Organize team-building activities and design performance-based incentive programs • Ensure CSR compliance with the Employee Handbook and applicable policies

🎯 Requirements

• Near-native English fluency with excellent communication skills • College degree or equivalent work experience • Previous call center supervisory experience • Experience resolving escalated, customer-impacting issues • Strong business acumen focused on operational excellence • Dynamic leadership skills • Strong problem-solving skills, sound judgment, and decision-making ability • Analytical thinking for troubleshooting and problem resolution • Ability to present information and respond to questions across internal and external stakeholder levels • Experience delivering coaching and feedback • Ability to contribute to team efforts and support related projects • Ability to work in a high-pressure environment while maintaining a positive demeanor • Strong organizational and time management skills • Intermediate to advanced proficiency in Google Drive and Microsoft Office applications • Ability to read, write, speak, and understand English in a business environment • Flexibility to work varying shifts, including weekends, overnights, holidays, or extra shifts as business needs require

🏖️ Benefits

• Fully remote work-from-home arrangement • Benefits of working for an established organization • Exceptional team and positive, encouraging, performance-driven culture • Opportunities for growth • Opportunity to build rewarding, long-term careers