CSR Operations Team Lead & Performance Coach

Confidential; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Confidential is seeking a Team Leader to oversee a CSR group in a busy call center environment in Manila. You will coach, mentor, and drive performance, ensuring team members meet set metrics and targets while delivering quality customer interactions.

You will manage escalation calls, prepare performance reports, and collaborate with management to implement incentive programs and training to boost productivity and client satisfaction.

Qualifications

• Experience leading a CSR or call center team.
• Strong coaching mindset with regular feedback.
• Data-driven approach to performance improvement.

Responsibilities

• Leads and manages a team of CSRs in delivering call center services (taking calls, addressing issues, processing sales orders).
• Ensures team meets/exceeds daily, weekly, and monthly goals and metrics.
• Conducts performance management activities for supervised team members.
• Performs regular planning, assessments, and feedback meetings per the company cycle.
• Provides coaching and assistance to help team members reach targets.
• Handles escalation calls and assesses capability for complex interactions.
• Prepares reports on top/bottom performers and aligns with account metrics.
• Designs incentive programs and training to improve overall performance.

Skills

Team leadership

Coaching & mentoring

Performance management

Call center operations

Job description

Confidential is seeking a Team Leader to oversee a CSR group in a busy call center environment in Manila. You will coach, mentor, and drive performance, ensuring team members meet set metrics and targets while delivering quality customer interactions.

You will manage escalation calls, prepare performance reports, and collaborate with management to implement incentive programs and training to boost productivity and client satisfaction.