Operations Sr Team Leader

Confidential Company; Quezon City; On-site; PHP 502,000 - 725,000; Full time

Job summary

Confidential Company is seeking a Team Leader to supervise a call center team, drive performance, and manage client expectations. You will lead daily operations, mentor peers, and coordinate with workforce to meet staffing needs and KPIs.

Strong English communication and supervisory experience are essential. The role requires overseeing multiple products/queues, handling escalations, and delivering data-driven improvements to client programs.

Qualifications

• Bachelor’s degree in any field.
• 1–2 years call center experience as a team leader or at least six months experience within TIP as a Team Leader.
• Working knowledge of call center operations and organization.
• Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications) preferred.
• Proficiency with MS Office applications (Word, Excel, PowerPoint) and other call center-specific software/systems (CMS/IEX, Baleen, Blue Pumpkin).

Responsibilities

• Lead and manage a team of CSRs to meet and exceed daily, weekly, and monthly goals.
• Conduct performance management, support CSRs/TSRs on calls, handle escalations, and prepare reports.
• Act as operations prime in the absence of the Operations Manager and liaise with clients.
• Mentor other Team Leaders and drive program initiatives.
• Coordinate with Workforce for staffing and scheduling, including overtime when needed.
• Ensure timely cascade of updates and communicate with Top Management and Client.

Skills

Supervisory skills

People management

English communication

Planning & organizing

Adaptability to schedules

Autonomy

Customer orientation

Time management

Multitasking

Detail-oriented

Analytical thinking

Problem solving

Decision making

Education

Bachelor’s degree

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handle complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and and client concerns.

• Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives.
• Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met.
• Act as a liaison for both internal and external groups for program initiatives.
• Help create, launch and drive critical account initiatives and programs.
• Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer Development.
• Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions.
• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
• Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.
• Ensures that all Company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with TCs.
• Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
• Liaisons with Top Management and the Client regarding the program’s performance.
• Analyzes the necessary information (i.e. Baleen, top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.
• Facilitate on-boarding of new team members including Operations Orientation.

Required skills + qualities (technical):

• Bachelor’s degree in any field
• 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, 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...).

Required skills + qualities (technical):

• 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.