Operations Team Lead: CSR Performance Coach

Confidential Jobs; Philippines; On-site; PHP 536,000 - 804,000; Full time

Job summary

Confidential Jobs in the Philippines is seeking a skilled Team Leader to supervise a group of Customer Service Representatives. You will coach, mentor, and provide performance feedback, ensuring each agent meets the program metrics and client standards.

You will analyze frontline performance, prepare regular reports, and design incentive approaches to drive productivity and service levels. Strong communication and problem-solving are essential for success in this role.

Qualifications

• Experience leading a team in a call center environment.
• Strong coaching, mentoring, and performance feedback skills.
• Ability to analyze metrics and implement improvement plans.
• Excellent communication and conflict resolution skills.

Responsibilities

• Leads and manages a team of CSRs in call center operations including taking calls and addressing issues.
• Ensures each team member meets or exceeds goals and metrics daily, weekly, monthly.
• Conducts performance management, coaching, and feedback meetings.
• Schedules and prepares payroll-related templates and administrative duties.
• Designs incentive programs and reports team performance to Operations Manager.
• Handles escalations and provides training on procedural updates.

Skills

Team leadership

Coaching

Performance management

Metrics analysis

Communication

Tools

CMS

Payroll templates

Job description

Confidential Jobs in the Philippines is seeking a skilled Team Leader to supervise a group of Customer Service Representatives. You will coach, mentor, and provide performance feedback, ensuring each agent meets the program metrics and client standards.

You will analyze frontline performance, prepare regular reports, and design incentive approaches to drive productivity and service levels. Strong communication and problem-solving are essential for success in this role.