Team Leader

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

📣 Marketing

🏥 Healthcare

Logistics • Marketing • Healthcare

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 Description

• Oversee day-to-day operations of assigned customer programs during a designated shift • Manage Customer Service Representatives to achieve or exceed goals and key performance indicators through coaching and mentoring • Ensure representatives 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 policies and procedures • Handle escalated calls and customer-impacting issues as needed • Assist with queue management using available tools • Support preparation of business reports, including KPI performance, scorecards, and case analysis • Implement and administer assessments to measure team performance, metrics, and quality standards • Attend internal and external calibration sessions and client meetings • Act as a liaison between management/HR and representatives regarding benefits, grievances, and other HR issues • Organize team-building activities and design performance-based incentive programs • Ensure compliance with the Employee Handbook and applicable policies • Perform administrative and related tasks as assigned

🎯 Requirements

• College degree or equivalent work experience • Previous call center supervisory experience • Experience resolving escalated, customer-impacting issues • Strong business acumen with a focus on operational excellence • Excellent verbal and written communication skills • Dynamic leadership skills • Strong problem-solving skills, sound judgment, and decision-making ability • Analytical thinking applied to 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 by supporting 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 • Bilingual skills may be required for some roles • Flexibility to work varying shifts, including weekends, overnights, holidays, or extra shifts as business needs require

🏖️ Benefits

• Fully remote work • Work-from-Home PLUS model • Positive, encouraging, and performance-driven culture • Opportunities to build rewarding, long-term careers • Tremendous opportunities for growth • Benefits of working for an established organization • Team-building activities • Performance-based incentive programs