Contact Center Team Leader: Drive Performance & Growth

IBM Business Services, Inc.

Philippines

On-site

PHP 558,000 - 837,000

Full time

14 days+

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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.