Operations Team Leader (Fixed Term, Araneta Cubao Quezon City)

Confidential; Philippines; On-site; PHP 420,000 - 640,000; Full time

Job summary

Confidential, located at Araneta Cubao, Quezon City, seeks an Operations Team Leader to oversee daily call center operations and ensure targets and service levels are met.

The role requires coaching CSRs, monitoring performance, handling escalations, and producing performance reports. You will design training, coordinate with HR on people issues, and work closely with leadership to improve processes. On-site, 6-month contract.

Qualifications

• 2+ years in team lead or coaching roles.
• Working knowledge of call center operations.
• Strong supervisory and people-management skills.
• Solid project management abilities.
• Excellent oral and written English communication.

Responsibilities

• Lead and manage a team of CSRs in daily call center operations to meet targets and service levels.
• Monitor individual and team performance; provide regular coaching, feedback, and evaluations.
• Handle escalated calls and support agents in complex customer interactions.
• Prepare performance reports, analyze metrics, and implement improvement actions.
• Design and facilitate training, incentive programs, and team-building activities.
• Coordinate with HR on employee relations, grievance handling, and payroll concerns.
• Collaborate with leadership to enhance processes and maintain operational efficiency.

Skills

Team leadership

Call center operations

Supervisory skills

Project management

English communication

On-site work

Job description

Position:

Operations Team Leader

Location:

Araneta Cubao Quezon City

Contract Duration:

6 months

Work Setup:

Permanent, Full Onsite

Overview:

Leads and manages a team of CSRs in daily call center operations, ensuring targets and service levels are met. Monitors individual and team performance, provides regular coaching, feedback, and performance evaluations. Handles escalated calls and supports agents in complex customer interactions. Prepares performance reports, analyzes metrics, and implements action plans for improvement. Designs and facilitates training, incentive programs, and team-building activities. Coordinates with HR on employee relations, grievance handling, and payroll concerns. Collaborates with leadership to enhance processes, address issues, and maintain operational efficiency.

What We're Looking For:

• At least two years (2) Team Lead / Coach Experience.
• Working knowledge of call center operations and organization is required.
• Supervisory and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills
• Amenable to fully work on site in Araneta, Cubao.
• Adaptive to changing work schedules and working hours.