Remote Operations Team Leader — Coach, KPI Focus

Everise, Inc.; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Everise, Inc. is hiring a Team Leader - Operations in the Philippines. The role focuses on coaching a team of associates to meet Everise and client standards.

You will monitor performance, guide on the floor, and drive action plans to improve outcomes. The successful candidate will have supervisory experience, strong communication skills, and the ability to manage multiple priorities in a fast-paced contact-center environment.

Qualifications

• Bachelor’s degree or 1 year in customer service or sales, or equivalent mix of education and experience
• Call center experience preferred
• Supervisory/leadership experience preferred
• Proficiency with Word, Excel, PowerPoint, Outlook
• Excellent communication skills
• Strong organizational skills
• Schedule flexibility
• Analytical/problem-solving
• Multitasking ability
• Ability to work in fast-paced env
• Dependable with assignments/attendance
• Background/drug screen clearance

Responsibilities

• Monitor, track and evaluate associate performance based on KPI’s and provide feedback to meet Everise standards
• Be present on the production floor and engage with associates to ensure productive work and functioning systems
• Create and implement written action plans for underperforming associates to meet client expectations
• Resolve customer escalations
• Communicate between center management, client and associates
• Participate in associate selection and interviewing processes
• Provide on-the-job or up-training to enable associates to meet expectations

Skills

KPI tracking

Floor coaching

Action plans

Escalation handling

Communication

Interviewing

Training

Multitasking

Problem solving

Reliability

Education

Bachelor’s degree

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Everise, Inc. is hiring a Team Leader - Operations in the Philippines. The role focuses on coaching a team of associates to meet Everise and client standards.

You will monitor performance, guide on the floor, and drive action plans to improve outcomes. The successful candidate will have supervisory experience, strong communication skills, and the ability to manage multiple priorities in a fast-paced contact-center environment.