Global Accounts Team Leader - Performance & Coaching

SSG; Mandaluyong; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

SSG in Mandaluyong, Metro Manila, is seeking an experienced Team Manager to lead and manage teams supporting international accounts and campaigns. You will supervise call center representatives and team leaders, focusing on performance development, coaching, and feedback.

You will oversee daily operations, monitor KPIs, and collaborate with Operations, Quality, Training, Workforce, and Talent Acquisition to meet client requirements and drive customer satisfaction.

Qualifications

• Minimum 2 years as Team Manager or 4 years as supervisor in a BPO.
• Experience handling multiple accounts/campaigns, preferably with international clients.
• Strong knowledge of BPO operations, KPIs, performance management, and workforce practices.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Ability to troubleshoot agent and team-level performance on contact center metrics with a focus on CSAT.
• Willing to work shifting schedules, weekends, and holidays as required.

Responsibilities

• Oversee daily operations and ensure teams meet performance, quality, and productivity targets.
• Manage multiple programs/accounts and adapt to different processes, client requirements, and operational priorities.
• Monitor KPIs and create action plans to address performance gaps.
• Conduct coaching, performance reviews, and team huddles to drive employee engagement and development.
• Work closely with Operations, Quality, Training, Workforce, Talent Acquisition, and other support teams to resolve operational concerns.
• Identify process improvements and recommend solutions to improve efficiency, customer experience, and overall account performance.
• Handle escalations and provide timely resolutions to operational and employee concerns.
• Prepare and present performance reports and updates as needed.

Skills

Team management

Leadership

Communication

Coaching

Problem solving

KPIs knowledge

Performance management

WFM concepts

Job description

SSG in Mandaluyong, Metro Manila, is seeking an experienced Team Manager to lead and manage teams supporting international accounts and campaigns. You will supervise call center representatives and team leaders, focusing on performance development, coaching, and feedback.

You will oversee daily operations, monitor KPIs, and collaborate with Operations, Quality, Training, Workforce, and Talent Acquisition to meet client requirements and drive customer satisfaction.