Lead, Call Center Operations & Team Development

ResultsCX; Manila; On-site; PHP 720,000 - 880,000; Full time

Benefits offered by this job

Healthcare Benefits

Paid Training

Performance Incentives & Prizes

Frequent employee events

Job summary

ResultsCX is seeking a Supervisor, Operations to lead a team of 10+ agents in Pasig, PH. The role focuses on coaching, performance management, and ensuring high-quality customer service for clients.

The candidate should bring mentoring experience, strong KPI results, and excellent communication skills, with the ability to manage workloads and drive results in a fast-paced environment.

Qualifications

• Must maintain consistent attendance and punctuality.
• Experience mentoring teams in a call center setting.
• Ability to exceed KPIs and maintain client metrics.
• Proficient knowledge of inbound contact center operations.
• Excellent phone and customer service skills with strong problem solving.
• Clear verbal and written communication abilities.
• Capable of multitasking, handling escalations, and deescalating situations.
• Willingness to develop and motivate a team.

Responsibilities

• Directly manage a team of 10+ agents, including hiring input and payroll accuracy.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions, issues, and notes.
• Assist agents with basic troubleshooting of product or account issues.
• Maintain target performance levels as required by the client.
• Keep updated on product and procedural changes via communications and trainings.
• Provide motivational techniques to boost team morale and performance.
• Ensure agents have working equipment and resources to perform.

Skills

Attendance & punctuality

Mentoring experience

KPI achievement

Inbound call center knowledge

Phone & customer service skills

Verbal & written communication

Multitasking & de-escalation

Team development

Job description

ResultsCX is seeking a Supervisor, Operations to lead a team of 10+ agents in Pasig, PH. The role focuses on coaching, performance management, and ensuring high-quality customer service for clients.

The candidate should bring mentoring experience, strong KPI results, and excellent communication skills, with the ability to manage workloads and drive results in a fast-paced environment.