Operations Team Leader (Telco)

Confidential Company; Quezon City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Confidential Company in Metro Manila is seeking an experienced Team Leader to supervise a team of Customer Service Representatives, ensuring performance aligns with company and client standards. You will coach, monitor metrics, and guide agents to resolve escalations while driving continuous improvement.

You will also collaborate with Operations Managers on action plans, prepare performance reports, and implement engagement programs to boost morale and productivity.

Qualifications

• 2+ years as Team Leader or Team Captain in a BPO setting.
• Strong leadership and coaching skills with a track record of performance management.
• Ability to handle escalations, analyze metrics, and drive continuous improvement.

Responsibilities

• Oversees and manages a team of CSRs to meet company and client standards.
• Provides 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 on action plans and team strategies.
• Ensures compliance with company policies 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.
• Addresses attendance, behavioral, and performance concerns before HR escalation.
• Oversees payroll-related concerns including OT and night differential tracking.

Skills

Team leadership

BPO operations

Performance metrics

MS Office

Call center systems

Coaching

Communication

Tools

MS Office

Call Center Software

WFM Tools

Job description

Manages and oversees the activities of a team of CSRs, 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
• 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