Senior CX Team Lead - Travel & AI-Powered Ops

Atain; Muntinlupa; On-site; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Onsite in Alabang

Job summary

ATAIN is seeking a capable team lead to manage a large CX team in a Travel BPO setting. You will ensure deadlines and SLAs are met, coach and motivate Team Leads, and coordinate with overseas clients to resolve process issues. A Bachelor's degree and 2–3 years' experience are required, with onsite work in Alabang, Muntinlupa.

You will focus on staff retention, performance appraisal, and maintaining high productivity while ensuring adherence to client policies and procedures.

Qualifications

• Bachelor's/College degree in any field.
• 2–3 years of work experience in related field.
• Experience in managing a large team.

Responsibilities

• Ensure team meets timelines and SLAs.
• Manage staff regularly to address issues.
• Train, coach and motivate Team Leads and staff.
• Handle staff retention, recruitment and performance appraisals.
• Maintain productivity and quality for team members.
• Communicate policy/process updates to the team.
• Interact with client coordinators on process issues.
• Lead conference calls with overseas client and email contact.
• Conduct and manage PMS appraisal discussions with Team Leads.

Skills

People management

Team leadership

Communication skills

Problem solving

Forecasting

Process adherence

Client coordination

Staff training

Education

Bachelor's degree

Job description

ATAIN is seeking a capable team lead to manage a large CX team in a Travel BPO setting. You will ensure deadlines and SLAs are met, coach and motivate Team Leads, and coordinate with overseas clients to resolve process issues. A Bachelor's degree and 2–3 years' experience are required, with onsite work in Alabang, Muntinlupa.

You will focus on staff retention, performance appraisal, and maintaining high productivity while ensuring adherence to client policies and procedures.