Operations Team Leader – HCM Technical Support

Gratitude Philippines; Quezon City; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading support solutions provider is seeking an experienced Operations Team Leader for HCM Technical Support in Quezon City. This role requires a proven track record in managing technical support teams, significant knowledge in HCM platforms, and the ability to drive performance effectively. As a key leader, you'll be responsible for coaching team members and ensuring adherence to operational standards. This position is 100% onsite, requiring a commitment to a graveyard shift and the ability to start immediately.

Qualifications

• Minimum 2 years solid experience as an Operations Team Leader.
• Proven experience supporting HCM platforms.
• Background in Technical Support vertical.

Responsibilities

• Lead and manage a team of HCM Technical Support agents.
• Monitor KPIs, productivity, quality, and SLA compliance.
• Provide coaching, performance feedback, and corrective actions.

Skills

People leadership

English communication

HCM platform knowledge

Technical support experience

Tools

Workday

Kronos

Paychex

ADP

SAP

Oracle

Sage

Job description

Operations Team Leader – HCM Technical Support

Account: HCM (Human Capital Management)

Work Setup: 100% Onsite

Location: Eastwood, Quezon City

Shift: Graveyard

Start Date: Immediate

Job Overview

We are looking for an experienced Operations Team Leader to handle an HCM Technical Support account. This role requires strong people leadership, deep exposure to HCM platforms, and experience driving performance in a technical support environment.

Key Responsibilities

• Lead and manage a team of HCM Technical Support agents
• Monitor KPIs, productivity, quality, and SLA compliance
• Provide coaching, performance feedback, and corrective actions
• Handle escalations related to HCM systems and processes
• Ensure adherence to client and internal operational standards

Qualifications (Strict Screening)

• Minimum 2 years solid experience as an Operations Team Leader
• Proven experience supporting HCM platforms, including but not limited to:
• Workday
• Kronos
• Paychex
• ADP
• SAP
• Oracle
• Sage
• Background in Technical Support vertical
• Good to excellent English communication skills
• Willing to work onsite in Eastwood on a graveyard shift
• Can start immediately