Operations Team Leader

Private Advertiser; Kawit; Presencial; PHP 391.000 - 536.000; Jornada completa

Descripción de la vacante

Private Advertiser in Kawit, Cavite is seeking an experienced Operations Team Leader for a full-time on-site role. You will lead a customer service team, monitor KPIs, coach reps, and ensure service excellence while maintaining efficiency.

The ideal candidate has 2–3 years of supervisory experience in call centers, strong communication skills, and familiarity with WFM/CRM tools. Bachelor's degree preferred. Competitive compensation and growth opportunities offered.

Formación

• Minimum 2–3 years supervisory experience in a call center or customer service environment.
• Proven track record of developing high-performing customer service teams.
• Strong knowledge of call center metrics and QA processes.
• Excellent communication and interpersonal skills.
• Demonstrated ability to motivate teams to achieve targets and maintain service excellence.
• Experience with workforce management software and CRM systems.
• Strong organizational and time management skills.
• Problem-solving capabilities and decision making under pressure.
• Call center management certification or training is advantageous.
• Bachelor's degree in Business Administration, Management, or related field is preferred.

Responsabilidades

• Lead, supervise and motivate a team to meet quality and productivity targets.
• Monitor performance metrics like call handling time and CSAT scores.
• Provide coaching and feedback for team development.
• Conduct quality assurance reviews of calls and customer interactions.
• Handle escalated customer issues with effective resolutions.
• Manage team schedules, absences and staffing levels.
• Liaise with senior management and communicate updates and recommendations.
• Implement process improvements to enhance service delivery.
• Ensure compliance with policies and regulations in the call center.
• Contribute to a positive team culture and employee engagement initiatives.

Conocimientos

Team leadership

Call center knowledge

Communication skills

Team motivation

Time management

Problem solving

Management certification

Customer service operations

Educación

Bachelor's degree

Herramientas

CRM systems

WFM software

MS Office

Descripción del empleo

About the role

We are seeking an experienced Operations Team Leader to join our dynamic call center and customer service operations team. This is a full-time position based in Kawit, Cavite. As Operations Team Leader, you will be responsible for leading, managing, and motivating a team of customer service representatives to deliver exceptional service whilst maintaining operational efficiency and achieving key performance indicators. This role is crucial to our success, as you will bridge management objectives with frontline execution, ensuring our customers receive outstanding support whilst our business targets are consistently met.

Key responsibilities

• Lead, supervise and motivate a team of customer service representatives to achieve quality and productivity targets

• Monitor team performance metrics including call handling time, customer satisfaction scores, and adherence to schedules

• Provide coaching, training and performance feedback to team members to support their professional development and growth

• Conduct quality assurance reviews of calls and customer interactions to ensure compliance with company standards and best practices

• Handle escalated customer issues and complaints, providing resolution and ensuring customer satisfaction

• Manage team schedules, absences and workforce planning to maintain optimal staffing levels

• Liaise between the operations team and senior management, communicating updates, challenges and recommendations

• Implement process improvements and operational efficiencies within the team to enhance service delivery

• Ensure compliance with company policies, procedures, and relevant regulations within the call center environment

• Contribute to a positive team culture and support employee engagement initiatives

What we're looking for

• A minimum of 2-3 years supervisory or team leadership experience in a call center or customer service environment

• Proven track record of successfully managing and developing high-performing customer service teams

• Strong knowledge of customer service operations, call center metrics, and quality assurance processes

• Excellent communication and interpersonal skills with the ability to build rapport with team members and stakeholders

• Demonstrated ability to motivate and inspire teams to achieve targets and maintain service excellence

• Proficiency in using workforce management software, CRM systems, and Microsoft Office applications

• Strong organizational and time management skills with the ability to priorities multiple tasks effectively

• Problem-solving capabilities and the ability to make sound decisions under pressure

• Relevant call center management certification or training is advantageous

• Bachelor's degree in Business Administration, Management, or a related field is preferred

What we offer

We are committed to building a supportive and rewarding workplace where our employees can thrive. We offer competitive compensation packages, opportunities for professional development and career advancement within our growing organization. We provide a collaborative work environment where your contributions are valued and recognized. Our benefits include health and wellness programs, performance incentives, and ongoing training to help you succeed in your role. We believe in work-life balance and foster a culture where team members are supported in achieving both professional and personal goals.