Call Center Operations Leader: Elevate Team Performance

Private Advertiser; Kawit; On-site; PHP 391,000 - 536,000; Full time

Job summary

Private Advertiser in Kawit, Cavite is seeking an experienced Operations Team Leader for a full-time on-site role. You will lead a customer service team, monitor KPIs, coach reps, and ensure service excellence while maintaining efficiency.

The ideal candidate has 2–3 years of supervisory experience in call centers, strong communication skills, and familiarity with WFM/CRM tools. Bachelor's degree preferred. Competitive compensation and growth opportunities offered.

Qualifications

• Minimum 2–3 years supervisory experience in a call center or customer service environment.
• Proven track record of developing high-performing customer service teams.
• Strong knowledge of call center metrics and QA processes.
• Excellent communication and interpersonal skills.
• Demonstrated ability to motivate teams to achieve targets and maintain service excellence.
• Experience with workforce management software and CRM systems.
• Strong organizational and time management skills.
• Problem-solving capabilities and decision making under pressure.
• Call center management certification or training is advantageous.
• Bachelor's degree in Business Administration, Management, or related field is preferred.

Responsibilities

• Lead, supervise and motivate a team to meet quality and productivity targets.
• Monitor performance metrics like call handling time and CSAT scores.
• Provide coaching and feedback for team development.
• Conduct quality assurance reviews of calls and customer interactions.
• Handle escalated customer issues with effective resolutions.
• Manage team schedules, absences and staffing levels.
• Liaise with senior management and communicate updates and recommendations.
• Implement process improvements to enhance service delivery.
• Ensure compliance with policies and regulations in the call center.
• Contribute to a positive team culture and employee engagement initiatives.

Skills

Team leadership

Call center knowledge

Communication skills

Team motivation

Time management

Problem solving

Management certification

Customer service operations

Education

Bachelor's degree

Tools

CRM systems

WFM software

MS Office

Job description

Private Advertiser in Kawit, Cavite is seeking an experienced Operations Team Leader for a full-time on-site role. You will lead a customer service team, monitor KPIs, coach reps, and ensure service excellence while maintaining efficiency.

The ideal candidate has 2–3 years of supervisory experience in call centers, strong communication skills, and familiarity with WFM/CRM tools. Bachelor's degree preferred. Competitive compensation and growth opportunities offered.