Customer Ops Team Leader | Coaching & Performance

Symbos; Manila; In loco; PHP 420.000 - 660.000; Tempo pieno

Descrizione del lavoro

Symbos is seeking an experienced Team Leader to guide a customer service team supporting Australian operations. You will provide day-to-day leadership, coaching and performance management to achieve targets while fostering a positive, high-performing culture.

The ideal candidate has contact centre leadership experience, excels at developing people, solving operational challenges and driving continuous improvement.

Competenze

• 1-3 years of contact centre or BPO experience.
• Previous Team Leader, SME, supervisor or leadership experience.
• Strong coaching, mentoring and people management skills.
• Experience interpreting performance metrics and operational reports.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and decision-making capability.
• Ability to manage performance, attendance and employee engagement effectively.
• Working knowledge of Microsoft Office applications, including Excel.
• Ability to work Australian or operational shift schedules when required.
• Passion for developing people and driving team success.

Mansioni

• Lead and manage the day-to-day performance of an operational team.
• Monitor service, productivity, quality and customer experience metrics.
• Conduct regular coaching sessions, feedback discussions and performance reviews.
• Identify performance gaps and implement improvement plans.
• Manage attendance, adherence and employee concerns in line with company policies.
• Support a positive and accountable team culture.
• Partner with Quality and Training teams to improve team performance.
• Work closely with Workforce Management to support operational requirements.
• Maintain accurate performance records, action plans and documentation.
• Identify opportunities for process and performance improvement.
• Escalate operational risks and issues when required.

Conoscenze

Team Leadership

Coaching

Performance Metrics

Communication

Stakeholder Management

Problem Solving

Attendance Management

Excel

Shift Scheduling

Employee Engagement

Formazione

Bachelor's degree or equivalent

Strumenti

Microsoft Office

Excel

Descrizione del lavoro

Symbos is seeking an experienced Team Leader to guide a customer service team supporting Australian operations. You will provide day-to-day leadership, coaching and performance management to achieve targets while fostering a positive, high-performing culture.

The ideal candidate has contact centre leadership experience, excels at developing people, solving operational challenges and driving continuous improvement.