CSR Operations Lead - Coaching, Performance & Growth

Confidential Jobs; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Confidential Jobs in the Philippines seeks a Team Leader for its CSR group. You will supervise a team of call center professionals, coach and mentor, and ensure adherence to performance metrics and client requirements. You will also handle payroll-related duties and weekly reporting to improve productivity and profitability.

The role emphasizes coaching, data-driven decision making, and close collaboration with the Operations Manager to optimize staffing and service levels.

Qualifications

• Minimum 2+ years leading a CSR/call center team.
• Strong coaching and performance feedback skills.
• Familiarity with contact center metrics and SLA management.
• Experience with payroll processes and payroll templates.

Responsibilities

• Leads and manages a team of CSRs to execute call center operations (taking calls, addressing customer issues/complaints, placing sales orders).
• Monitors team metrics daily, weekly, and monthly, driving performance improvements to meet/exceed goals.
• Conducts performance reviews and timely coaching sessions per the company performance cycle.
• Plans, assesses, and provides feedback to ensure individual and team targets are met.
• Manages payroll-related tasks, overtime tracking, and payroll template accuracy.

Skills

Team leadership

Coaching & mentoring

Performance management

Data reporting

Payroll knowledge

Job description

Confidential Jobs in the Philippines seeks a Team Leader for its CSR group. You will supervise a team of call center professionals, coach and mentor, and ensure adherence to performance metrics and client requirements. You will also handle payroll-related duties and weekly reporting to improve productivity and profitability.

The role emphasizes coaching, data-driven decision making, and close collaboration with the Operations Manager to optimize staffing and service levels.