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

Confidential; Quezon City; Sur place; PHP 446 000 - 781 000; Plein temps

Résumé du poste

Confidential is seeking a Team Lead / Coach to manage a daily call center team, ensuring targets and service levels are met. You will monitor performance, provide coaching, and handle escalated calls while supporting agents in complex interactions.

You will prepare performance reports, analyze metrics, design training and incentive programs, and collaborate with HR and leadership to drive continuous operational efficiency on-site in Cubao.

Qualifications

• 2+ years of team lead or coaching experience.
• Working knowledge of call center operations.
• Supervisory and people-management skills.
• Excellent spoken and written English communication.
• On-site in Araneta, Cubao.
• Adaptive to changing schedules and hours.

Responsabilités

• Lead a team of CSRs to meet targets and service levels.
• Monitor performance, provide coaching, feedback, and evaluations.
• Handle escalated calls and support agents in complex interactions.
• Prepare performance reports and analyze metrics.
• Design training, incentive programs, and team-building activities.
• Coordinate with HR on employee relations and payroll concerns.
• Collaborate with leadership to improve processes and maintain efficiency.

Connaissances

Team leadership

Call center operations

People management

English communication

Description du poste

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.

• At least two years (2) Team Lead / Coach Experience.
• Working knowledge of call center operations and organization is required.
• Supervisory and people-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.