Contact Center Team Leader

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

IBM Business Services in the Philippines is seeking a Hybrid Project Manager/Process Coordinator to lead and develop front-line teams in support of Insurance clients. You will manage performance metrics, coach staff, and ensure readiness of business continuity plans while driving career development and internal programs.

The role requires strong leadership, MS Office proficiency, and excellent communication to coordinate resources in a multi-client environment.

Qualifications

• Bachelor's degree in any field required.
• 5 years in Insurance industry and 3 years as Process Coordinator/SME preferred.
• Strong communication and meeting facilitation skills.
• Organizational/time-management skills and leadership ability.

Responsibilities

• Supervise, manage and motivate team members daily.
• Plan capacity via resource planning, load balancing and cross training.
• Monitor performance and report metrics.
• Coach challenged team members and develop high potentials.
• Ensure readiness of Business Continuity plan and lead implementation if needed.
• Develop resources to take key positions and support career development.
• Implement internal rewards or programs for retention and growth.
• Serve as contact point for business issues and provide proactive solutions.
• Manage internal updates/communication within the unit.
• Encourage participation in company-wide initiatives and projects.
• Enforce policies and disciplinary measures as required.
• Seek opportunities to increase customer satisfaction and deepen client relationships.

Skills

Leadership

Communication

Team management

Project management

Education

Bachelor's degree

Tools

MS Office

Job description

Responsibilities

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Your Role and Responsibilities :

Manages processes based on established performance standards, service & quality levels. Measure team overall performance (Productivity; Efficiency; Quality; Timeliness; Resource Availability; etc.)

Responsible for supervising, managing and motivating team members on a daily basis.

Builds capacity through resource planning, load balancing and cross training.

Monitor team performance and report on metrics.

Provide coaching for challenged team members and development for high potentials.

Ensures readiness of Business Continuity plan and lead implementation if necessary.

Manages and develops resources to take key positions as Process Coordinator. Helps teams execute career development plans.

Develops team members to take on additional responsibilities. Conceptualize and implement internal rewards or employee programs within the unit for retention & growth.

Contact point for the business on any issues and/ or concerns and proactively provide solutions.

Manages internal updates/communication within the unit.

Encourages people to contribute to company-wide initiatives and projects.

Enforces compliance to company policies and effect disciplinary measures on violations.

Continually seeks opportunities to increase customer satisfaction and deepen client relationships.

Manages processes based on established performance standards, service & quality levels. Measure team overall performance (Productivity; Efficiency; Quality; Timeliness; Resource Availability; etc.)

Responsible for supervising, managing and motivating team members on a daily basis.

Builds capacity through resource planning, load balancing and cross training.

Monitor team performance and report on metrics.

Provide coaching for challenged team members and development for high potentials.

Ensures readiness of Business Continuity plan and lead implementation if necessary.

Manages and develops resources to take key positions as Process Coordinator. Helps teams execute career development plans.

Develops team members to take on additional responsibilities. Conceptualize and implement internal rewards or employee programs within the unit for retention & growth.

Contact point for the business on any issues and/ or concerns and proactively provide solutions.

Manages internal updates/communication within the unit.

Encourages people to contribute to company-wide initiatives and projects.

Enforces compliance to company policies and effect disciplinary measures on violations.

Continually seeks opportunities to increase customer satisfaction and deepen client relationships.

Possesses at least a Bachelor's/College Degree in any field. With 5 years professional experience in Insurance industry and 3 years experience as Process Coordinator or Subject Matter Expert Knowledgeable in MS products or similar tools/ systems Strong communication and meeting facilitation skills Organizational and time-management skills Strong business operations knowledge Good leadership skills and ability to motivate front-line employees; ability to lead and manage teams Ability to prepare, analyze, and effectively use different MIS reports Ability to work effective across language & cultural barriers with US based customer Experience managing in a multi-client environment Philippines Project Management Hybrid Professional Naga City, PH (0856) IBM Business Services