Operations Team Lead: Call Center Coaching & Growth

ResultsCX; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

ResultsCX is seeking a Supervisor to lead a team of 10+ call center agents, delivering coaching, mentoring, and performance oversight to exceed client KPIs. You will guide development, monitor resolutions, and ensure) high-quality customer service across interactions.

You will maintain up-to-date knowledge of products and processes, while fostering a constructive team environment with strong communication. A flexible, proactive multitasker is preferred.

Qualifications

• Consistent attendance and punctuality.
• Experience as a Mentor.
• Ability to exceed KPI’s.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service, analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• Ability to multi-task and manage escalated calls professionally.

Responsibilities

• Directly manage team of 10 or more agents, including hiring input, discipline, and payroll inputs.
• Identify, prioritize and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting for customers.
• Maintain target performance levels required by the client.
• Keep product and procedural knowledge up to date via updates and trainings.
• Provide motivational techniques to boost team morale.
• Ensure agents have working equipment and necessary resources.
• Conduct phone call monitoring and desk-side coaching to ensure service levels.

Skills

Team leadership

Coaching

Mentoring

Performance management

Customer service

Call center operations

Problem solving

Communication

Job description

ResultsCX is seeking a Supervisor to lead a team of 10+ call center agents, delivering coaching, mentoring, and performance oversight to exceed client KPIs. You will guide development, monitor resolutions, and ensure) high-quality customer service across interactions.

You will maintain up-to-date knowledge of products and processes, while fostering a constructive team environment with strong communication. A flexible, proactive multitasker is preferred.