Operations Team Leader - TELCO with Technical & Sales Experience

TELUS Digital; Taguig; On-site; PHP 614,000 - 837,000; Full time

Job summary

TELUS Digital is seeking a Team Leader to oversee a group of CSR professionals within a dynamic BPO environment. The role focuses on coaching, performance monitoring, and driving metrics to achieve targets while maintaining high service levels.

The ideal candidate has 2-3 years of Team Leader experience in BPOs, with strong technical or sales orientation to guide the team toward excellence and growth.

Qualifications

• 2-3 years of experience as a Team Leader (BPO)
• Must have Technical/Sales experience as a Team Leader (BPO)

Responsibilities

• Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders).
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.

Skills

Team leadership

Coaching

Performance management

Data reporting

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. Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates); Motivates agents to perform at their maximum capacity in order to fulfil professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

• Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders).
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.

Qualification:

• At least 2-3 years of experience as a Team Leader (BPO)
• Must have Technical/Sales experience as a Team Leader (BPO)