Global Outbound Sales Accounts Team Manager

SSG; Mandaluyong; On-site; PHP 457,000 - 547,000; Full time

Job summary

Support Services Group in Mandaluyong is seeking an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. You will oversee performance, coaching, and reporting to ensure KPIs are met and client satisfaction is achieved.

This is an onsite graveyard-shift role, with full onsite work arrangement. The successful candidate will manage call center representatives, team leaders, and operations, driving performance and development across multiple

Qualifications

• At least 2 years of experience as a Team Manager (or 4 years as a supervisor) in a BPO environment.
• Proven experience handling multiple accounts/campaigns, preferably international.
• 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 focus on Customer Satisfaction and Retention.
• Willing to work on shifting schedules, weekends, and holidays.

Responsibilities

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

Skills

Team management

People leadership

KPI tracking

Coaching & feedback

Scheduling & shifts

Client & stakeholder management

Problem solving

Job description

Support Services Group in Mandaluyong is seeking an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. You will oversee performance, coaching, and reporting to ensure KPIs are met and client satisfaction is achieved.

This is an onsite graveyard-shift role, with full onsite work arrangement. The successful candidate will manage call center representatives, team leaders, and operations, driving performance and development across multiple