Operations Coach & Team Lead for Performance

Foundever®; Baguio; On-site; PHP 391,000 - 614,000; Full time

Job summary

Foundever is seeking a Team Leader in the Philippines to guide a customer service team, ensuring calls are handled professionally and key performance indicators are met. You will mentor agents, monitor metrics, and coordinate with site operations to resolve client issues.

Strong communication, coaching, and supervisory skills are essential in this fast-paced contact center environment. Prior experience in tech, billing or sales is a plus.

Qualifications

• At least High School Graduate.
• Minimum of one year Team Leader experience.
• Experience with Technical, Billing and Sales is preferred but not required.
• Demonstrated interpersonal, coaching and supervisory skills.
• Experience with Agile development methodologies.
• Excellent verbal and written communication skills.
• Good computer skills (operating systems, Internet).
• Demonstrated ability to set priorities and multi-task.

Responsibilities

• Ensures that calls are handled professionally.
• Provides direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieves, measures, reports and communicates metric goal attainment for assigned team.
• Ensures accurate and timely communication of client and campaign issues to Manager Site Operations.
• Consistently achieves goals for number of call monitoring per week and scores for assigned team of customer service agents.
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities.
• Performs other duties as assigned.

Skills

Team leadership

Coaching

Communication

Multi-tasking

Prioritization

Interpersonal skills

Supervisory skills

Adaptability

Education

High School Diploma

Tools

Agile methodologies

Job description

Foundever is seeking a Team Leader in the Philippines to guide a customer service team, ensuring calls are handled professionally and key performance indicators are met. You will mentor agents, monitor metrics, and coordinate with site operations to resolve client issues.

Strong communication, coaching, and supervisory skills are essential in this fast-paced contact center environment. Prior experience in tech, billing or sales is a plus.