Team Leader - Bacolod, Philippines (Pooling)

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Team Leader for our Transcom Bacolod site.

Join our Transcom Family as a Team Leader!

We are seeking an experienced and highly motivated Team Leader to manage a team of Specialists.You will be responsible for the daily supervision, coaching, and overall performance of the team, ensuring world-class support is consistently delivered.

Key Responsibilities:

You will be responsible for leading and mentoring a team of Specialists to achieve operational goals and maintain a high standard of player satisfaction. Your key responsibilities will include:

• Team Leadership & Coaching: Supervise, motivate, and coach a team of Specialists through 1:1 sessions, performance reviews, and calibration to foster a culture of high performance and continuous improvement.

• Performance Management: Monitor individual and team metrics (e.g. Responses per Hour (RPH), Time to First Response (TFR), resolution rate, quality scores, CSAT/NPS) and implement targeted action plans to ensure all KPIs and SLAs are consistently met or exceeded.

• Operational Excellence: Collaborate with workforce management teams on day-to-day workflow, scheduling, and queue distribution to ensure optimal coverage and ticket management during peak times and chaotic situations.

• Rapid Response and Triage: Take ownership of emergent operational issues, queue alerts, and volume spikes. Execute quick data collection and analysis for these events, and be comfortable surfacing key details and findings directly to the client’s studio contacts (PoCs) for immediate action and visibility.

• Complex Issue Ownership: Serve as the final point of escalation for high-priority, complex, or sensitive player issues, ensuring professional and swift resolution that maintains player loyalty.

• Cross-Functional Communication: Act as a primary liaison between the Support Team and the client's internal Manager and be prepared to surface critical escalations and insights directly to the studio’s Product, Development, and Community Teams, especially when the Primary support contact is unavailable, ensuring continuous communication flow.

• Process Improvement: Identify gaps in support processes, tools, and knowledge base articles, proposing and implementing solutions to enhance efficiency and the overall player experience.

What we are looking for:

• 1+ years of experience directly leading, mentoring, or supervising a team in a fast-paced customer support environment, ideally within a non-voice, BPO, or gaming setting.

• 3+ years of overall experience in a customer support, technical support, or player support role.

• Strong practical experience with Workforce Management (WFM) principles and the ability to effectively manage scheduling, adherence, and real-time operations for ticket queues.

• Proven track record of successfully managing to and improving non-voice KPIs, specifically AHT and resolution metrics.

• Exceptional coaching, feedback, and conflict resolution skills suitable for a diverse team (gamer profiles).

• High proficiency with CRM and ticketing systems (e.g., Helpshift, Zendesk, Salesforce) for reporting and queue management.

• Experience in a BPO environment managing client relationships and reporting.

• Familiarity with the technical requirements of a brick-and-mortar operation, including security and lab equipment setup.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us