Call Center Agent Team Lead 11pm-8am PHT

Job Description

We are hiring a full-time phone agent to handle inbound sales qualification calls during 11pm-8am PHT for our law firm intake center
We already have an agent from the Philippines successfully working in this position
You will report directly to me, I am from Canada.

Main Responsibilities

Answer inbound calls quickly during your shift
Ask the four qualification questions provided in the script
Follow the script closely and consistently
Quickly transfer qualified leads to a manager
Fill out a short Google Form with the caller’s information
Record each call/lead in the daily report
Stay active and responsive on Slack during your shift

Requirements
- Must have at least 2 yrs of call center experience
- Must have a headset with clear audio quality
- Must have a quiet room with minimal background noise
- Must have a reliable internet connection
- Must be live on Slack and responsive during your shift
- Must maintain a call pickup time of under 10 seconds throughout the shift

Ideal Candidate
- Women candidates preferred from a vocal quality, and empathetic phone voice perspective
- If you have worked as a Call Support Team Lead in the past, this experience is highly valued, mention in your recording.
- Reliable, consistent, and detail-oriented
- Able to follow instructions and stick to a script
- Has a professional phone presence

DO NOT APPLY UNLESS YOU MEET ALL THE REQUIREMENTS ABOVE

Breaks
- Two unpaid 30-minute breaks during your shift
- Breaks are for personal matters, meals, or rest
- Break timing should be coordinated so live call coverage is not affected

Success Metrics

Your success will be measured by:
- Number of successful transfers
- Number of calls answered
- Number of missed calls
- Accuracy of call notes and Google Form submissions
- The goal is to avoid missing any calls during the shift.

Average handling time and first-call resolution are not relevant for this position. The priority is answering calls quickly, qualifying leads accurately, and transferring qualified leads to a manager.

Next Steps
- To apply, please send a voice recording using ---------- speaking about your previous call center work experience in less than 60 seconds. Please ensure you have clear audio quality and speak quality as I will be evaluating based on that.
- Please attach google drive link to your resume
- Nothing else is required to include, maybe just 1-2 sentences if you wish. No need to write a long paragraph about yourself.

Work
- I am looking to hire ASAP and will conduct interviews this week
- First round interview is a 15min roleplay with a script
- First day I will train you how to do the job with our call center software
- First 5 days are a paid trial to ensure you are able to the job
- After that I will pay you monthly via wise