High-Impact Operations Team Lead

Confidential Careers; Makati; On-site; PHP 335,000 - 558,000; Full time

Job summary

Confidential Careers in Makati is seeking a capable Team Leader to supervise a CSR group in a fast-paced call center. You will monitor daily metrics, coach, mentor, and ensure adherence to client standards and company policies. You will report performance and assist in driving improvements across the account.

Strong leadership, English communication, and call center operations knowledge are essential. The role requires strategic planning, training delivery, and a focus on achieving service

Qualifications

• Bachelor’s degree in any field.
• Completion of all PEP courses, Client-specific Certification, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt
• At least one year (1) call center experience and/or as a Team Captain/Team Leader in other call centers, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.
• Working knowledge of call center operations and organization required.
• Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred.
• Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).
• Supervisory and people-management skills.
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills.
• Adaptive to changing work schedules and working hours.
• Operates with minimal supervision.
• Customer orientation.
• Time Management and Multitasking skills.
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.

Responsibilities

• Leads and oversees a team of CSR's, ensuring standards set by the company and client are met.
• Monitors performance against account metrics and provides support to improve results.
• Coaches and mentors team members; conducts performance feedback sessions.
• Manages administrative duties like payroll templates and reporting.
• Motivates agents to maximize productivity and growth together with account profitability.
• Handles escalation calls and determines appropriate handling by agents.
• Delivers training on policy updates and client procedures weekly.
• Designs incentive programs to boost morale and service levels.

Skills

People management

English communication

Coaching

Time management

Multitasking

Detail-oriented

Analytical thinking

Education

Bachelor’s degree in any field

Tools

CMS/IEX

Baleen

Blue Pumpkin

MS Office

Job description

Confidential Careers in Makati is seeking a capable Team Leader to supervise a CSR group in a fast-paced call center. You will monitor daily metrics, coach, mentor, and ensure adherence to client standards and company policies. You will report performance and assist in driving improvements across the account.

Strong leadership, English communication, and call center operations knowledge are essential. The role requires strategic planning, training delivery, and a focus on achieving service