Operations Team Lead: Call Center Coaching & Performance

Confidential; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Confidential is seeking a Team Lead / Coach to manage a daily call center team, ensuring targets and service levels are met. You will monitor performance, provide coaching, and handle escalated calls while supporting agents in complex interactions.

You will prepare performance reports, analyze metrics, design training and incentive programs, and collaborate with HR and leadership to drive continuous operational efficiency on-site in Cubao.

Qualifications

• 2+ years of team lead or coaching experience.
• Working knowledge of call center operations.
• Supervisory and people-management skills.
• Excellent spoken and written English communication.
• On-site in Araneta, Cubao.
• Adaptive to changing schedules and hours.

Responsibilities

• Lead a team of CSRs to meet targets and service levels.
• Monitor performance, provide coaching, feedback, and evaluations.
• Handle escalated calls and support agents in complex interactions.
• Prepare performance reports and analyze metrics.
• Design training, incentive programs, and team-building activities.
• Coordinate with HR on employee relations and payroll concerns.
• Collaborate with leadership to improve processes and maintain efficiency.

Skills

Team leadership

Call center operations

People management

English communication

Job description

Confidential is seeking a Team Lead / Coach to manage a daily call center team, ensuring targets and service levels are met. You will monitor performance, provide coaching, and handle escalated calls while supporting agents in complex interactions.

You will prepare performance reports, analyze metrics, design training and incentive programs, and collaborate with HR and leadership to drive continuous operational efficiency on-site in Cubao.