Senior Operations Team Lead - KPI & Performance Champion

Confidential Company; Quezon City; On-site; PHP 502,000 - 725,000; Full time

Job summary

Confidential Company is seeking a Team Leader to supervise a call center team, drive performance, and manage client expectations. You will lead daily operations, mentor peers, and coordinate with workforce to meet staffing needs and KPIs.

Strong English communication and supervisory experience are essential. The role requires overseeing multiple products/queues, handling escalations, and delivering data-driven improvements to client programs.

Qualifications

• Bachelor’s degree in any field.
• 1–2 years call center experience as a team leader or at least six months experience within TIP as a Team Leader.
• Working knowledge of call center operations and organization.
• Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications) preferred.
• Proficiency with MS Office applications (Word, Excel, PowerPoint) and other call center-specific software/systems (CMS/IEX, Baleen, Blue Pumpkin).

Responsibilities

• Lead and manage a team of CSRs to meet and exceed daily, weekly, and monthly goals.
• Conduct performance management, support CSRs/TSRs on calls, handle escalations, and prepare reports.
• Act as operations prime in the absence of the Operations Manager and liaise with clients.
• Mentor other Team Leaders and drive program initiatives.
• Coordinate with Workforce for staffing and scheduling, including overtime when needed.
• Ensure timely cascade of updates and communicate with Top Management and Client.

Skills

Supervisory skills

People management

English communication

Planning & organizing

Adaptability to schedules

Autonomy

Customer orientation

Time management

Multitasking

Detail-oriented

Analytical thinking

Problem solving

Decision making

Education

Bachelor’s degree

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

Confidential Company is seeking a Team Leader to supervise a call center team, drive performance, and manage client expectations. You will lead daily operations, mentor peers, and coordinate with workforce to meet staffing needs and KPIs.

Strong English communication and supervisory experience are essential. The role requires overseeing multiple products/queues, handling escalations, and delivering data-driven improvements to client programs.