Operations Team Leader

Private Advertiser; Bacoor; Presencial; PHP 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Comprehensive health benefits

Career development opportunities

Professional training and leadership

Collaborative work environment

Work-life balance initiatives

Paid leave entitlements

Team-building activities

Descripción de la vacante

Private Advertiser in Bacoor City, Cavite seeks an experienced Operations Team Leader to guide a customer service team in a fast-paced call center. You will drive performance, coach agents, and ensure service quality.

You will monitor KPIs, manage rosters and scheduling, and implement process improvements while fostering a collaborative culture and career growth for team members.

Formación

• Proven supervisory or team leader experience in a call center or customer service setting.
• Strong leadership to motivate and guide a diverse team.
• Excellent communication and interpersonal skills for all levels of the organization.
• Experience in managing performance metrics and achieving targets.
• Proficiency in workforce management and scheduling systems.
• Strong problem-solving and decision-making abilities.
• Knowledge of customer service best practices and industry standards.
• Familiarity with call center management tools like Microsoft Office and related software.

Responsabilidades

• Supervise and manage a team of customer service representatives to meet targets and maintain quality.
• Hold regular one-to-one meetings to discuss performance and development.
• Monitor KPIs such as call handling time, CSAT, and first-contact resolution.
• Provide coaching and mentoring to strengthen skills.
• Address performance issues with corrective actions.
• Manage roster scheduling to ensure adequate staffing.
• Escalate and resolve complex customer issues promptly.
• Maintain documentation and reporting on team activities and compliance.
• Participate in process improvements to boost efficiency.
• Foster a positive team culture with collaboration and development.

Conocimientos

Supervisory experience

Leadership

Communication

KPI management

Workforce management

Scheduling systems

Problem solving

Quality assurance

Training program development

Business management

Educación

Business management degree

Herramientas

Microsoft Office

Call center software

Descripción del empleo

About the role

We are seeking an experienced Operations Team Leader to join us in Bacoor City, Cavite. This is a full-time position that offers a unique opportunity to lead and develop a high-performing team within our call center and customer service operations. As Operations Team Leader, you will be responsible for overseeing daily team activities, ensuring service quality standards are met, and driving operational excellence across our customer service function. This role is pivotal in bridging management objectives with frontline team performance, making it essential to our organizational success.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring they meet performance targets and maintain high service quality standards

• Conduct regular one-to-one meetings with team members to discuss performance, development opportunities and career progression

• Monitor key performance indicators (KPIs) including call handling time, customer satisfaction scores, first-contact resolution rates and adherence to schedules

• Provide coaching, training and mentoring to team members to enhance their skills and competencies

• Address performance issues promptly and fairly, implementing corrective action plans as required

• Manage roster scheduling and ensure adequate staffing levels are maintained to meet operational demands

• Escalate and resolve complex customer issues in a timely manner

• Maintain accurate documentation and reporting on team activities, performance metrics and compliance matters

• Participate in continuous improvement initiatives to optimize processes and enhance operational efficiency

• Foster a positive team culture that promotes collaboration, accountability and professional development

What we're looking for

• Proven supervisory or team leader experience within a call center, customer service or contact center environment

• Strong leadership capabilities with the ability to motivate and inspire a diverse team

• Excellent communication and interpersonal skills with the ability to communicate effectively at all levels

• Demonstrated experience in managing performance metrics and achieving operational targets

• Proficiency in workforce management and scheduling systems

• Strong problem-solving abilities and sound decision-making skills

• Knowledge of customer service best practices and industry standards

• Proficiency in Microsoft Office applications and call center management tools

• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

• Excellent organizational and time management skills

• Preferably, experience with quality assurance and training program development

• A relevant qualification in business management, leadership or a related field is advantageous

What we offer

We are committed to creating a workplace where our employees can thrive professionally and personally. We offer a range of benefits designed to support your wellbeing and career development:

• Competitive salary and performance-based incentive schemes

• Comprehensive health and wellness benefits

• Career development and progression opportunities within our growing organization

• Professional training and development programs to enhance your leadership skills

• Supportive work environment that values collaboration and innovation

• Work-life balance initiatives and flexible arrangements where possible

• Paid leave entitlements in accordance with local regulations

• Team-building activities and social events