Team Leader and Trainer

About the role

Ang Team Leader and Trainer ay isang dual-hat operations leadership role na pinagsasama ang direktang people management at in-role training delivery. Sa smaller at mid-scale pods, ang hybrid model na ito ang nagbibigay sa Corpshore Philippines ng operational advantage ng isang leader na kayang mag-drive ng performance metrics at mag-cascade ng training sa real time nang hindi naghihintay ng scheduled classroom slots. Pangangasiwaan ninyo ang isang pod na 12 hanggang 15 Customer Service Associates, mananagot sa kanilang performance laban sa contractual SLAs at KPIs, maghahatid ng ongoing training at refresher content, at magsisilbing primary escalation point para sa mga client-facing na isyu sa loob ng inyong pod. Ang role na ito ay Corpshore-managed at non-billable, ibig sabihin ang inyong posisyon ay nasa loob ng aming internal operations overhead at hindi ipinapasa sa client bilang per-FTE line item. Direktang kinakatawan ninyo ang Corpshore Philippines at mananagot sa Corpshore management, hindi sa client, para sa mga people decision. Ang role ay inaalok bilang fixed-term contract engagement, renewable base sa performance at program continuity, may conversion pathway para sa consistently strong na leaders.

Responsibilities

• Direktang pangasiwaan ang isang pod na 12 hanggang 15 Customer Service Associates sa buong people lifecycle kasama ang onboarding, performance management, coaching, development at offboarding kung kinakailangan
• Mananagot sa daily, weekly at monthly performance ng pod laban sa contractual SLAs at KPIs (CSAT, FCR, AHT, QA score, attendance, adherence)
• Magsagawa ng daily huddles sa simula ng bawat shift na sumasaklaw sa priorities, program updates, callouts at coaching moments
• Maghatid ng real-time performance coaching sa floor kasama ang side-by-side listen-ins, chat monitoring at post-interaction debriefs
• Maghatid ng structured new hire training para sa mga incoming CSA kasama ang systems, product knowledge, brand voice, escalation protocols at client-specific workflows
• Maghatid ng refresher training at policy update sessions sa scheduled cadence at ad hoc kapag may bagong client requirements
• Idisenyo at panatilihin ang training materials kasama ang knowledge base articles, quick reference guides, escalation matrices at workflow diagrams
• Hawakan ang Tier 1 escalations mula sa mga CSA kasama ang customer escalation calls, komplikadong retention conversations at high-severity complaints
• Magsagawa ng Root Cause Analysis (RCA) sa paulit-ulit na customer issues, QA misses at SLA breaches, na ipinapakita sa Operations Manager at client stakeholders
• Magsagawa ng weekly one-on-one meetings sa bawat direct report na sumasaklaw sa performance, development, career pathing at wellbeing
• Magsulat at maghatid ng Performance Improvement Plans (PIPs) para sa mga underperforming CSA kasabay ng HR at Operations Manager
• Suportahan ang recognition programs kasama ang Employee of the Month nominations, quarterly incentive contests at peer-nominated awards
• Makipag-coordinate nang malapit sa QA Analysts sa calibration, scorecard trends at coaching priorities para sa pod
• Makipag-coordinate nang malapit sa WFM sa scheduling, shift bidding, leave planning at real-time adherence management
• Makipag-coordinate nang malapit sa MIS sa daily at weekly reporting, ad hoc data pulls at trend analysis para sa pod
• Katawanin ang pod sa mga client-facing na meeting kasama ang weekly performance reviews, monthly QBR at quarterly executive reviews kung kinakailangan
• Magsulat at panatilihin ang daily End-of-Shift reports na sumasaklaw sa volume, SLA attainment, incidents, escalations at coaching actions
• Suportahan ang surge planning at peak season execution kasama ang cross-training, overtime coordination at pod rebalancing
• I-onboard at gabayan ang mga bagong Team Leader habang lumalago ang operasyon, bilang kontribusyon sa internal leadership pipeline ng Corpshore Philippines
• Panatilihin ang cultural standards ng Corpshore Philippines kasama ang propesyonalismo, integridad, meritocracy at continuous improvement mindset
• I-escalate agad ang people risks, wellness concerns at cultural issues sa HR at Operations Manager
• Mananagot sa kontribusyon ng pod sa client CSAT, retention at satisfaction, na nagpo-position sa Corpshore Philippines para sa scope expansion

Qualifications

• Hindi bababa sa 2 taong Team Leader experience sa isang BPO o contact centre environment, namumuno sa isang team na 10 o higit pang CSA
• Hindi bababa sa 1 taong documented training delivery experience kasama ang new hire at refresher training para sa mga contact centre team
• Bilingual fluency sa English at Tagalog, may kakayahang mag-coach at magturo sa parehong wika
• Bachelor's degree sa Business, Communication, Education, Psychology, Human Resources, IT o kaugnay na larangan
• Napatunayang track record ng pagpangunguna sa mga pod para tuparin o lampasan ang CSAT, FCR, AHT, QA at adherence targets
• Malakas na coaching ability na may documented improvement sa CSA performance sa ilalim ng inyong nakaraang leadership
• Experience sa pagsasagawa ng one-on-ones, paghahatid ng performance feedback, pagsulat ng PIPs at paghawak ng terminations
• Experience sa contact centre technology stack (dialers, CRM, workforce management platforms, quality monitoring tools)
• Familiarity sa contact centre metrics at kung paano ito ma-i-influence sa pamamagitan ng coaching, scheduling at process changes
• Kakayahang magtrabaho sa rotating shifts kasama ang gabi, weekend at Philippine at US holidays kung kinakailangan
• Handang magtrabaho nang buong onsite sa assigned Corpshore Philippines delivery centre
• Legal right to work sa Pilipinas at valid government-issued identification para sa pre-employment requirements

Nice to have

• Prior experience bilang Senior Team Leader, Assistant Operations Manager o katumbas na multi-team leadership role
• Prior training design experience kasama ang SCORM-compliant e-learning module creation o LMS platform administration
• COPC-certified Coordinator o Trainer certification
• Six Sigma Yellow o Green Belt certification
• HDI Team Leader, HDI Support Center Manager o ICMI certification
• Kirkpatrick o ADDIE model training design experience
• Prior experience sa pagturo sa maraming client programs sa iba't ibang vertical
• Prior experience sa pagsuporta sa global clients (US, UK, Australia, Japan) at pag-unawa sa cross-cultural nuances
• Prior experience sa quality calibration, workforce management o MIS reporting workflows
• Prior escalation experience sa high-value customer accounts at executive escalations
• Key Skills and Competencies
• People leadership na may kakayahang mag-inspire, mag-coach at mag-hold accountable ng teams nang sabay-sabay
• Training design na may kakayahang i-translate ang komplikadong policies sa digestible at memorable na learning content
• Facilitation skill para sa classroom, virtual at one-on-one na training delivery
• Metrics fluency sa buong contact centre KPI framework at ang mga lever na nagpapagalaw sa bawat metric
• Emotional intelligence sa paghawak ng wellness concerns, interpersonal conflicts at career conversations
• Coaching methodology kasama ang GROW, situational coaching at outcome-based conversations
• Written communication para sa training materials, performance documentation at client reporting
• Verbal communication at presentation skills para sa client-facing reviews at internal huddles
• Analytical reasoning para sa RCA, trend spotting at performance pattern recognition
• Change management para sa pag-cascade ng policy updates, workflow changes at client requirement shifts
• Cross-functional coordination sa QA, WFM, MIS, HR at Operations Management
• Cultural fluency sa Filipino at international na workplace norms
• Performance Expectations
• Susukatin kayo batay sa mga sumusunod na performance metric:
• Performance Metric :: Target
• Pod CSAT Attainment :: ≥ 90% average
• Pod FCR Attainment :: ≥ 75% average
• Pod QA Score Attainment :: ≥ 92% average
• Pod Schedule Adherence :: ≥ 95% average
• Pod Attrition (Annualised) :: ≤ 22%
• Training Effectiveness Score :: ≥ 4.2 / 5
• New Hire Ready-for-Floor Timeline :: Program-specific, karaniwang 2 hanggang 4 na linggo
• Client Escalations from Pod :: ≤ 2 kada buwan

What we offer

• Competitive contract rate na sumasalamin sa dual scope ng leadership at training, sinusuri sa bawat renewal
• Leadership performance incentive na naka-link sa pod SLA attainment, CSAT at retention
• Night shift differential at holiday premium alinsunod sa Philippine labour law
• Statutory contributions at 13th month pay, ibinibigay alinsunod sa batas Pilipino para sa uri ng engagement na ito
• Company-provided workstation at IT setup para sa onsite delivery
• Fully paid na onboarding at sponsored certification opportunities (COPC, Six Sigma, HDI, ICMI) para sa mga malakas ang performance
• Meal at transportation support sa mga qualifying shift
• Referral incentives at internal recognition programs
• Access sa global operations community ng Corpshore Solutions Corporation sa buong multi-hub network
• Fixed-term engagement, karaniwang 6 hanggang 12 buwan, renewable base sa performance at program continuity
• Conversion pathway patungo sa regular na role sa Corpshore Philippines, at progression tungo sa Senior Team Leader, Assistant Operations Manager at Operations Manager, para sa consistently strong na leaders
• Ang role na ito ay inaalok bilang fixed-term contract, hindi permanent employment. Ang eksaktong mga tuntunin ay ikukumpirma sa inyong individual na kontrata.

How the process works

Apply below. Our talent acquisition team reviews applications and typically responds within five business days. Shortlisted candidates move to an initial screen, a role assessment, and a final interview, followed by pre-employment screening.