Senior Contact Center Team Leader - Growth & Quality

IBM Business Services, Inc.; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Competitive salary package

Health and wellness benefits

Career development and mentoring

Supportive work environment and work‑l

Performance incentives

Learning resources

Inclusive workplace culture

Work with international clients

Job summary

IBM Business Services, Inc. in UP Ayala TechnoHub, Quezon City, Metro Manila is seeking a dedicated Contact Center Team Leader to guide a high-performing customer service team. You will drive operational excellence, ensure service quality, and foster a positive team culture aligned with client objectives.

You will supervise daily operations, monitor metrics, conduct QA reviews, coach staff, handle escalations, and collaborate with other departments to drive continuous improvement.

Qualifications

• Minimum 3–5 years in a contact center or customer service, with at least 2 years in a supervisory role.
• Proven track record of meeting and exceeding performance targets and KPIs.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proficiency in contact center systems, tools and workforce management software.
• Knowledge of quality assurance processes and performance management.
• Experience in a multinational or outsourced contact center environment (preferred).
• Experience working with international clients or multilingual teams (preferred).

Responsibilities

• Supervise and manage daily operations of the contact center team, ensuring schedules and policies are followed.
• Monitor performance metrics including call handling time, quality scores and customer satisfaction.
• Conduct quality assurance reviews and provide feedback to improve service delivery.
• Coach, mentor and develop team members and support career progression.
• Handle escalated customer issues and ensure timely resolution and satisfaction.
• Prepare accurate reports on team performance, adherence and compliance.
• Participate in recruitment, onboarding and training of new team members.
• Maintain compliance with regulations and company policies.
• Collaborate with other departments to share best practices and drive improvement.
• Foster a positive, inclusive and motivating team environment.

Skills

Leadership

People management

Communication

Interpersonal skills

Contact center tools

Workforce management

Analytical skills

Problem-solving

Multinational experience

Multilingual teams

Tools

Workforce management software

Job description

IBM Business Services, Inc. in UP Ayala TechnoHub, Quezon City, Metro Manila is seeking a dedicated Contact Center Team Leader to guide a high-performing customer service team. You will drive operational excellence, ensure service quality, and foster a positive team culture aligned with client objectives.

You will supervise daily operations, monitor metrics, conduct QA reviews, coach staff, handle escalations, and collaborate with other departments to drive continuous improvement.