Contact Center Team Leader

IBM Business Services, Inc.; Philippines; On-site; PHP 558,000 - 837,000; Full time

Benefits offered by this job

Health benefits

Career development

Work-life balance

Performance incentives

Learning resources

Diversity & inclusion

Work with international clients

Job summary

IBM Business Services, Inc. in Eastwood, Quezon City, Metro Manila is seeking a dedicated Contact Center Team Leader. You will supervise daily operations, monitor performance, coach staff and handle escalations to drive service excellence and customer satisfaction.

The role emphasizes leadership, quality assurance, and collaboration with cross-functional teams. Join a dynamic multinational environment where you will contribute to operational excellence, compliance, and employee development while

Qualifications

• Minimum 3-5 years in contact center or customer service, with 2+ years in a supervisory role.
• Proven track record of meeting/exceeding performance targets and KPIs.
• Strong leadership and people management skills.

Responsibilities

• Supervise daily operations of the contact center team and ensure schedules and procedures are followed.
• Monitor performance metrics (AHT, quality scores, CSAT, attendance) and take corrective action.
• Conduct QA reviews and provide feedback to improve delivery.
• Coach, mentor and develop team members; identify training needs.
• Handle escalated customer issues and ensure timely resolution.
• Prepare reports on team performance, adherence, and compliance.
• Participate in recruitment, onboarding and training of new staff.
• Maintain compliance with regulations and data policies.
• Collaborate with other departments to drive continuous improvement.
• Foster a positive, inclusive team environment and retain staff.

Skills

Leadership

People management

Communication

Analytical thinking

Multitasking

Problem solving

Tools

CRM systems

Workforce management software

Call monitoring tools

Quality assurance tools

Job description

About the role

We are seeking a dedicated and experienced Contact Center Team Leader to join IBM Business Services, Inc. in Eastwood, Quezon City, Metro Manila. This is a full-time position that offers an excellent opportunity to lead and develop a high-performing customer service team. As a Team Leader, you will be instrumental in driving operational excellence, maintaining service quality standards, and fostering a positive team culture whilst supporting our clients' business objectives.

What you'll be doing

• Supervise and manage daily operations of the contact center team, ensuring adherence to established schedules, policies, and procedures
• Monitor team performance metrics including call handling time, quality scores, customer satisfaction ratings and attendance, taking corrective action as needed
• Conduct quality assurance reviews and provide constructive feedback to team members to improve call handling and customer service delivery
• Coach, mentor and develop team members, identifying training needs and supporting their professional growth and career progression
• Handle escalated customer issues and concerns, ensuring timely resolution and customer satisfaction
• Prepare accurate reports and documentation on team performance, adherence, and compliance matters
• Participate in recruitment, onboarding and training of new team members
• Maintain compliance with relevant regulations, data protection policies, and company procedures
• Collaborate with other departments and team leaders to share best practices and drive continuous improvement initiatives
• Foster a positive, inclusive and motivating team environment that promotes engagement and retention

What we're looking for

• Minimum 3-5 years of experience in a contact center or customer service environment, with at least 2 years in a supervisory or team leader role
• Proven track record of meeting and exceeding performance targets and key performance indicators
• Strong leadership and people management skills with the ability to motivate and develop team members
• Excellent communication and interpersonal skills, with the ability to communicate clearly with team members at all levels
• Proficiency in contact center systems, tools and workforce management software
• Solid understanding of customer service principles and best practices
• Strong analytical and problem-solving abilities with attention to detail
• Ability to work under pressure and manage multiple priorities in a fast-paced environment
• Knowledge of quality assurance processes and performance management
• Familiarity with customer relationship management systems and call handling technologies
• A professional demeanor and commitment to maintaining high standards of conduct
• Preferred: Experience in a multinational or outsourced contact center environment
• Preferred: Experience working with international clients or multilingual teams

About us

IBM Business Services, Inc. is a global leader in business and technology services, providing innovative solutions to organisations across a wide range of industries. We are committed to delivering exceptional customer experiences and driving business value through our dedicated teams and cutting-edge technologies. With a strong presence in the Philippines and globally, we pride ourselves on our commitment to employee development, operational excellence, and creating a workplace where talent thrives. We believe in fostering a diverse, inclusive and collaborative culture that empowers our employees to achieve their best work.

What we offer

• Competitive salary package commensurate with experience and qualifications
• Comprehensive health and wellness benefits including medical, dental and vision coverage
• Career development and professional growth opportunities through training and mentoring programmes
• Supportive work environment with a focus on employee wellbeing and work-life balance
• Performance-based incentives and recognition programmes
• Access to learning and development resources to enhance your skills and knowledge
• Inclusive workplace culture that values diversity and promotes equal opportunities for all
• Opportunities to work with diverse teams and international clients