BPO Operations Team Lead - Drive Agent Performance

Hammerjack Pty Ltd; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an Operations Team Leader to oversee a team of customer service representatives in a BPO environment. You will coach performance, monitor metrics, and ensure daily operations run smoothly.

The role entails handling escalations, preparing performance reports, collaborating with operations managers, and developing engagement programs to boost morale and productivity while ensuring policy compliance and efficient queue management.

Qualifications

• At least 2 years of Team Leader or Team Captain experience in a BPO setting.
• Background in Sales account is preferred.
• Knowledgeable in call center operations, performance metrics and workforce tools.
• Proficient in MS Office and call center systems.
• Strong leadership, coaching, communication, and problem-solving skills.
• Ability to work with minimal supervision and adapt to changing schedules.
• Detail-oriented with strong time management and multitasking skills.

Responsibilities

• Manage and oversee activities of a team of CSRs.
• Conduct coaching, mentoring, and performance management sessions.
• Monitor daily, weekly, and monthly team performance metrics.
• Handle customer escalations and support agents in resolving complex concerns.
• Prepares performance reports and identifies areas for improvement.
• Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies.
• Ensures compliance with company policies, procedures, and client updates.
• Facilitates training sessions and process refreshers for agents.
• Develops engagement and incentive programs to improve morale and productivity.
• Manages queue performance, service levels, AHT, and abandoned calls.
• Handles attendance, behavioral, and performance concerns before HR escalation.
• Oversees payroll-related concerns including OT and night differential tracking.

Skills

Leadership

Coaching

Communication

Problem-solving

Time management

Multitasking

Adaptability

Detail-oriented

MS Office

Call center systems

Tools

MS Office

Call center systems

Job description

Hammerjack Pty Ltd in the Philippines is seeking an Operations Team Leader to oversee a team of customer service representatives in a BPO environment. You will coach performance, monitor metrics, and ensure daily operations run smoothly.

The role entails handling escalations, preparing performance reports, collaborating with operations managers, and developing engagement programs to boost morale and productivity while ensuring policy compliance and efficient queue management.