ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Team Lead to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Team Management

• Supervise and support a team of inbound customer service representatives.
• Monitor daily attendance, schedule adherence, and productivity.
• Conduct regular coaching sessions, performance reviews, and one-on-one meetings.
• Motivate team members to achieve individual and team goals.
• Address employee concerns and escalate issues when necessary.

Operations Support

• Ensure team compliance with company policies, client requirements, and security standards.
• Manage real-time floor support and assist agents with escalated customer concerns
• Participate in client meetings and provide operational updates.

Requirements

• 1 - 2 year BPO experience in a Voice Account
• At least 6 months team lead/supervisory experience
• Excellent verbal and written English skills
• Ability to multitask (taking calls and responding to emails)
• Organized and keen to details
• Willing to work in Shaw, Mandaluyong (Preferably residing near or within Mandaluyong)
• Amenable working night shifts

Benefits

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives