Team Leader, Payroll Analyst

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July 28

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Peak Support

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B2B • SaaS • eCommerce

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.

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

📋 Description

• Act as the main point of contact for all team members regarding questions about any processes or products. • Work hand in hand with Training associates to get new hires up to speed. • Review calls and tickets to ensure that SLAs are met. • Send nightly updates or end-of-day reports. • Handle calls and tickets as needed and continue to provide excellent service to clients or customers. • Monitor calls and assist with Quality Assurance audits. • Periodically or daily, monitor the team’s attendance. • Update the leadership team on any issues/updates about the accounts.

🎯 Requirements

• Strong verbal and written English skills. • A strong background in performance management concepts. • Openness to shifting schedules, flexibility regarding work hours, and availability to work on holidays. • Excellent coaching knowledge and skills. • Ability to work under pressure. • Above-average English written and verbal communication skills. • Demonstrated track record in achieving targets and improving agent performance. • Service and customer-focused mindset. • Strong analytical skills and attention to detail. • Strong decision-making and problem-solving abilities. • Knowledge of call center tools and processes. • Ability to develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company goals.