Operations Team Leader (Financial Program)

Confidential; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Confidential is seeking a Team Leader to oversee a BPO team in Metro Manila. You will coach, mentor, and manage performance to meet client standards, while handling escalations and optimizing queue metrics.

You will collaborate with Operations Managers on strategies, ensure policy compliance, and drive training programs to enhance agent performance and morale.

Qualifications

• At least 2 years of Team Leader or Team Captain experience in a BPO setting under Financial Account.
• Must have exposure in handling Premium Clients.
• Knowledgeable in call center operations, performance metrics, and workforce tools.
• Strong leadership, coaching, communication, and problem-solving skills.
• Can work with minimal supervision and adapt to changing schedules.
• Detail-oriented with strong time management and multitasking skills.

Responsibilities

• Mentors and coaches team members; conducts performance reviews.
• Monitors daily, weekly, and monthly team performance metrics.
• Handles customer escalations and supports agents in resolving complex concerns.
• Prepares performance reports and identifies areas for improvement.
• Collaborates with Operations Managers on action plans and team strategies.
• Ensures compliance with policies, procedures, and client updates.
• Facilitates training sessions and process refreshers for agents.
• Develops engagement and incentive programs to boost morale and productivity.
• Manages queue performance, service levels, AHT, and abandoned calls.
• Addresses attendance, behavioral, and performance concerns before HR escalation.
• Oversees payroll-related concerns including OT and night differential tracking.

Skills

Team Leadership

Coaching & Mentoring

Performance Management

Call Center Metrics

MS Office

Call Center Systems

Communication Skills

Time Management

Tools

Call Center Software

Workforce Tools

Job description

Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client.

• Conducts coaching, mentoring, and performance management sessions
• Monitors daily, weekly, and monthly team performance metrics
• Handles customer escalations and supports agents in resolving complex concerns
• Prepares performance reports and identifies areas for improvement
• Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies
• Ensures compliance with company policies, procedures, and client updates
• Facilitates training sessions and process refreshers for agents
• Develops engagement and incentive programs to improve morale and productivity
• Manages queue performance, service levels, AHT, and abandoned calls
• Handles attendance, behavioral, and performance concerns before HR escalation
• Oversees payroll-related concerns including OT and night differential tracking

Qualifications & Skills

• At least 2 years of Team Leader or Team Captain experience in a BPO setting under Financial Account
• Must have an exposure in handling Premium Clients
• Knowledgeable in call center operations, performance metrics, and workforce tools
• Proficient in MS Office and call center systems
• Strong leadership, coaching, communication, and problem-solving skills
• Can work with minimal supervision and adapt to changing schedules
• Detail-oriented with strong time management and multitasking skills