Contact Center Trainer to Team Lead (US Moving Account)
Armasourcing
📍 Remote💰 PHP 35,000 to 38,000OperationsFull-TimeCompany
About the role
Role Overview:
We are building a dedicated 10-agent contact center for a US-based moving & relocation company, and we are hiring one person to build this team and then lead it. You start as the Trainer: you run our full 40-day onboarding program that takes 10 hand-picked CSRs from day one to go-live. Once the team launches, you transition into the Team Lead role and run the floor day to day. This is one continuous role, not two separate jobs. The person who trains the team is the person who leads it.
This is our flagship contact center account. Strong performance opens the door to expansion into sales support and a larger call center, with you leading it. You are not stepping into someone else's process. You are building it.
Phase 1: Trainer (first 6 weeks)
- Deliver our structured 40-day program: Foundations (8 days), Product & Systems (22 days), Supervised Nesting (10 days)
- Train agents on the client's CRM, cloud phone system, call scripts (quotes, booking, move confirmations, follow-ups), and escalation protocols
- Run graded mock calls. Our standard is firm: no agent goes live below 85% on their final mock call, and you own that bar
- Sit on final candidate interviews alongside our Talent Acquisition and QA teams
- Coach non-passers back up to standard or flag them for replacement
Phase 2: Team Lead (go-live onward)
- Own the daily operation of 10 CSRs across a 24/7 PH-timezone rotation with US Eastern peak coverage
- Hold the team to client KPIs: answer speed (5-6 seconds), thorough CRM documentation, and CSAT
- Protect our SLAs: 99% attendance and 90%+ productive time
- Partner with the QA Manager on weekly call reviews, coaching triggers, and performance improvement plans
- Be the client's day-to-day point of contact on the private operations channel
- Manage shift coverage, escalations, and morale on a night-shift team
Required Skills:
- 2+ years in a BPO or contact center as a Trainer, Team Lead, or Supervisor (voice accounts strongly preferred)
- Proven experience onboarding and training CSRs, ideally having built or run a training program
- Excellent spoken and written English (CEFR B2+): you set the standard the team copies
- Comfortable with CRMs and cloud phone systems, fast to learn a new client platform
- Strong with performance data: QA scorecards, activity and productivity reports, attendance metrics
- Coaching mindset with the backbone to hold a hard quality line
- Valid Philippine passport
- Reliable night-shift setup: stable high-speed internet, capable PC, quality USB headset, quiet workspace
- Available full-time on the night shift, long-term (6-month+ engagement with room to grow)
Preferred Qualifications:
- An existing US B1/B2 visitor visa is a strong plus. The client may fly you to Florida for one week of in-person launch training
- Moving, logistics, home services, or field-services account experience
- Experience presenting performance reports directly to US clients
Compensation
- PHP 35,000 to 38,000 per month all in, based on experience
- Long-term role with growth into a larger operation as the account expands
How to Apply
Apply below with your resume. Shortlisted candidates complete a 30-minute assessment (short written scenarios plus recorded voice questions) followed by a live interview with our team.