Operations Team Lead

Confidential Jobs; Quezon City; On-site; PHP 350,000 - 650,000; Full time

Job summary

Confidential Jobs in the Philippines is seeking a Team Leader to manage a CSR team, ensuring adherence to company and client standards. The role involves coaching, performance management, and continuous improvement across daily to monthly metrics.

You will handle escalations, prepare reports, and collaborate with Operations Managers on strategic action plans. Training, engagement programs, and payroll considerations are also part of the responsibilities.

Qualifications

• Minimum 2 years as Team Leader in a BPO setting.
• Experience with performance metrics and coaching.
• Proficient in MS Office and call center systems.
• Strong leadership, coaching, communication, and problem-solving skills.

Responsibilities

• Lead and oversee a team of CSRs to meet company and client standards.
• Conduct coaching, mentoring, and performance reviews.
• Monitor daily, weekly, and monthly performance metrics.
• Handle escalations and support agents with complex issues.
• Prepare performance reports and identify improvement areas.
• Collaborate with Operations Managers on team strategies.
• Ensure compliance with policies and client updates.
• Facilitate training sessions and process refreshers.
• Develop engagement and incentive programs to boost morale and productivity.
• Manage queue performance, service levels, AHT, and abandon rates.
• Address attendance, behavioral, and performance concerns pre-HR escalation.
• Oversee payroll-related concerns including OT and night differential tracking.

Skills

Team Leadership

Call Center Ops

MS Office

Communication

Problem Solving

Time Management

Supervision

Tools

MS Office Suite

Call Center Software

Job description

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