Call Center Operations Leader

Confidential; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Confidential in Metro Manila is seeking a skilled Team Leader to manage a CSR group, coaching to meet daily, weekly, and monthly targets. You will supervise performance, conduct regular feedback sessions, and escalate complex calls while guiding agents to improve customer outcomes.

Responsibilities include planning shifts, monitoring QA metrics, preparing performance reports, and driving incentive programs to boost productivity and client satisfaction.

Qualifications

• Bachelor's degree requirement.
• Completion of PEP courses and client-specific certifications.
• At least 1 year call center experience as Team Leader or Team Captain.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office and call center software (CMS/IEX, Baleen, Blue Pumpkin).

Responsibilities

• Leads and manages a team of CSR’s in optimal execution of call center operations activities.
• Ensures team members meet/exceed goals and metrics daily, weekly, and monthly.
• Conducts performance management activities for supervised team members.
• Plans, assesses, and provides feedback per the company performance cycle.
• Provides coaching, mentoring, and assistance to help teammates achieve targets.
• Monitors performance and provides coaching during shifts to improve metrics.
• Handles escalation calls and guides agents on complex interactions.
• Imparts knowledge to equip agents with necessary skills for complex calls.
• Prepares reports on top and bottom performers and validates metrics.

Skills

Call center leadership

English communication

MS Office proficiency

Analytical thinking

Time management

Multitasking

Education

Bachelor’s degree in any field

PEP courses & client certifications

Tools

CMS/IEX

Baleen

Blue Pumpkin

MS Office (Word/Excel/PowerPoint)

Job description

Confidential in Metro Manila is seeking a skilled Team Leader to manage a CSR group, coaching to meet daily, weekly, and monthly targets. You will supervise performance, conduct regular feedback sessions, and escalate complex calls while guiding agents to improve customer outcomes.

Responsibilities include planning shifts, monitoring QA metrics, preparing performance reports, and driving incentive programs to boost productivity and client satisfaction.