Operations Team Lead

Confidential Jobs; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Confidential Jobs in Philippines is seeking an Operations Team Leader to oversee a team of CSRs in a dynamic BPO environment. You will coach, monitor performance, and drive service levels.

The role emphasizes process improvements, escalations handling, and collaboration with Operations Managers to optimize AHT, attendance, and morale. Strong leadership and problem-solving are essential.

Qualifications

• At least 2 years of Team Leader or Team Captain experience in a BPO setting.
• Knowledgeable in call center operations, performance metrics, and workforce tools.
• Proficient in MS Office and call center systems.
• Strong leadership, coaching, communication, and problem-solving skills.
• Can work with minimal supervision and adapt to changing schedules.
• Detail-oriented with strong time management and multitasking skills.

Responsibilities

• Manages and oversees the activities of a team of CSRs, ensuring that each individual performs at par with standards.
• Conducts coaching, mentoring, and performance management sessions.
• Monitors daily, weekly, and monthly team performance metrics.
• Handles customer escalations and supports agents in resolving complex concerns.
• Prepares performance reports and identifies areas for improvement.
• Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies.
• Ensures compliance with company policies, procedures, and client updates.
• Facilitates training sessions and process refreshers for agents.
• Develops engagement and incentive programs to improve morale and productivity.
• Manages queue performance, service levels, AHT, and abandoned calls.
• Handles attendance, behavioral, and performance concerns before HR escalation.
• Oversees payroll-related concerns including OT and night differential tracking.

Skills

Team Leadership

Call Center Operations

Performance Metrics

MS Office

Communication

Problem Solving

Schedule Flexibility

Tools

Call Center Software

Workforce Tools

Job description

Position: Operations Team Leader

Industry: BPO/Contact Center

Overview:

Manages and oversees the activities of a team of CSRs, ensuring that each individual performs at par with the standards set by the company and the client.

• Conducts coaching, mentoring, and performance management sessions
• Monitors daily, weekly, and monthly team performance metrics
• Handles customer escalations and supports agents in resolving complex concerns
• Prepares performance reports and identifies areas for improvement
• Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies
• Ensures compliance with company policies, procedures, and client updates
• Facilitates training sessions and process refreshers for agents
• Develops engagement and incentive programs to improve morale and productivity
• Manages queue performance, service levels, AHT, and abandoned calls
• Handles attendance, behavioral, and performance concerns before HR escalation
• Oversees payroll-related concerns including OT and night differential tracking

Qualifications & Skills

• At least 2 years of Team Leader or Team Captain experience in a BPO setting
• Knowledgeable in call center operations, performance metrics, and workforce tools
• Proficient in MS Office and call center systems
• Strong leadership, coaching, communication, and problem-solving skills
• Can work with minimal supervision and adapt to changing schedules
• Detail-oriented with strong time management and multitasking skills