Operations Team Lead — Grow, Coach & Optimize

Bill Gosling Outsourcing; Manila; Presencial; PHP 670.000 - 1.004.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Comprehensive training

Team culture

Diversity & Inclusion

Fun workplace

Modern offices

Impactful work

Descripción de la vacante

Bill Gosling Outsourcing in Manila is seeking an Operations Team Leader to guide a group of agents, drive service excellence, and ensure efficient workflows.

You will coach, monitor performance with key metrics, conduct reviews, and partner with cross-functional teams to implement improvements. The role emphasizes a positive team environment, privacy compliance, and career growth within a global outsourcing leader.

Formación

• 2+ years leading teams in contact center or outsourcing.
• Experience coaching agents and giving constructive feedback.
• Strong analytical skills with performance metrics experience.
• Ability to work cross-functionally across teams.

Responsabilidades

• Lead, coach and inspire a team of agents to meet performance goals and deliver great service.
• Monitor team performance with metrics and align with company objectives.
• Provide real-time feedback and conduct performance reviews with coaching plans.
• Oversee daily operations, ensure efficient workflows and policy adherence.
• Collaborate with cross-functional teams to identify process improvements and implement solutions.
• Maintain records and documentation in line with privacy standards.
• Address escalated issues and implement effective resolutions.
• Foster a positive environment that supports accountability and growth.

Conocimientos

Team leadership

Coaching & mentoring

Performance management

Operations alignment

Stakeholder collaboration

Descripción del empleo

Bill Gosling Outsourcing in Manila is seeking an Operations Team Leader to guide a group of agents, drive service excellence, and ensure efficient workflows.

You will coach, monitor performance with key metrics, conduct reviews, and partner with cross-functional teams to implement improvements. The role emphasizes a positive team environment, privacy compliance, and career growth within a global outsourcing leader.