Remote Operations Team Leader - Coach & Performance Driver

Everise Philippines Ltd.; Molino; On-site; PHP 391,000 - 614,000; Full time

Job summary

Everise Philippines Ltd. is seeking a Team Leader - Operations to supervise a group of customer service associates on-site.

You will coach employees, monitor performance against KPIs, and ensure adherence to Everise standards and client requirements in a fast-paced contact center environment. You will participate in hiring, provide on-the-job training, resolve escalations, and collaborate with management, client teams, and staff to keep operations running smoothly.

Qualifications

• Bachelor's degree or 1 year experience in customer service or sales or equivalent combination of education and experience.
• Previous call center experience preferred.
• Supervisory or leadership experience preferred.
• Proficiency with Windows programs (Word, Excel, PowerPoint, Outlook).
• Excellent oral and written communication skills.
• Strong organizational and interpersonal skills.
• Schedule flexibility.
• Analytical and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Dependability regarding completion of assignments and attendance.

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 proper systems functioning.
• Ensure underperforming associates meet client expectations through action plans.
• Resolve customer escalations.
• Communicate between contact center management, client and associates.
• Participate in associate selection and interviewing.
• Provide on-the-job training or up-training to meet expectations.

Skills

Leadership

Communication

Multitasking

Analytical thinking

Problem solving

Organizational skills

Time management

Attendance reliability

Education

Bachelor's degree in related field

Tools

MS Office (Word, Excel, PowerPoint, Outlook)

Job description

Everise Philippines Ltd. is seeking a Team Leader - Operations to supervise a group of customer service associates on-site.

You will coach employees, monitor performance against KPIs, and ensure adherence to Everise standards and client requirements in a fast-paced contact center environment. You will participate in hiring, provide on-the-job training, resolve escalations, and collaborate with management, client teams, and staff to keep operations running smoothly.