Operations Team Lead - Coaching, Escalations & Metrics

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

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.