Senior Team Manager (BPO)

Awesome CX; Davao City; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

Awesome CX by Transcom is seeking a Senior Team Manager to oversee floor operations at the Davao site. You will mentor Team Leads, drive improvements, and act as a key escalation point for customer issues, ensuring KPI and SLA achievement.

The role emphasizes leadership, coaching, and collaboration with QA, Training, and Operations teams to optimize performance and customer satisfaction.

Qualifications

• Proven leadership experience as Senior Team Leader in BPO or customer experience operations.
• Experience in handling Team Leaders and guiding performance.
• Strong analytical, strategic planning and team management capabilities.
• Excellent communication and decisive decision-making abilities.
• Experience managing vendor partnerships and client relationships for service excellence.

Responsibilities

• Oversee floor day-to-day productivity and escalation handling.
• Mentor Team Leads and drive continuous performance improvements.
• Collaborate with Workforce Management to optimize schedules and service levels.
• Monitor queues, backlogs, and adherence to ensure efficient workflows.
• Lead administrative processes and cross-team coordination for CI initiatives.

Skills

Leadership experience

Team Leader management

Analytical skills

Strategic planning

Communication skills

Decision making

Vendor partnerships

Job description

Senior Team Manager Manager for Awesome CX by Transcom - Davao City

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be an Senior Team Manager for our Awesome CX by Transcom Davao site. This role will oversee the floor's day-today productivity and serves as a first point of management escalation for customer related issues. They will mentor the Team Leads and drive continuous performance improvements.

Join our Awesome CX by Transcom Family as an Senior Team Manager

Floor Operations and Escalation Management

• - Support achievement of departmental KPIs and SLAs by monitoring real-time performance, identifying operational risks, and implementing corrective actions as needed
• -Partner with Workforce Management to drive schedule adherence, attendance compliance, staffing optimization, and service levels
• -Monitor queues, ticket backlogs, and agent adherence to ensure efficient workflow and timely breaks
• -Identify and address operational gaps, including high queue volumes and unattended tickets
• - Motivate and guide team members throughout the day to achieve service levels and operational targets
• - Monitor attendance trends and work with Team Leads to address attendance and adherence concerns proactively
• - Act as the primary point of manager escalation for complex customer issues or disputes

Team Lead Development & Coaching

• - Partner with the Account Manager to execute performance management processes, including corrective actions and final warnings and escalating recommendations for suspensions or PIPs to the Account Manager
• - Oversee the timely and accurate documentation of coaching conversations, performance concerns, corrective actions, incident reports, and development plans by both Team Leads and leadership
• - Conduct regular syncs with Team Leads to drive alignment, accountability and communication across the operation
• - Conduct regular performance reviews and provide structured feedback to Team Leads to support accountability and growth
• - Identify knowledge gaps across the floor and collaborate with the Training team to create training sessions and refreshers
• - Recognize high performance and reward accomplishments for team leaders and team members
• -Assist in streamlining the onboarding and nesting phases of new hires
• - Coordinate with ACX to ensure agent workstations, software, and hardware are functional
• - Partner closely with Quality, Training, and Operations (QTO) teams and leverage quality insights, customer feedback, and training data to identify performance opportunities and implement targeted improvements
• -Collaborate with the Training team to support onboarding, nesting, upskilling, and ongoing development programs
• -Participate in QA calibration sessions to ensure alignment on quality expectations and coaching standards
• -Audit training sessions periodically to ensure alignment with operational standards and learning objectives
• -Review tickets, customer interactions, and call activity to identify quality and training opportunities

Administrative & Processes

• - Streamline daily administrative burdens for the Account Manager (time-off approvals, attrition tracking, etc)
• - Assist with IT escalations and troubleshooting (log-in issues, 2FA resets, etc)
• - Lead floor-level Continuous Improvement projects to reduce handle times or improve customer satisfaction

What we are looking for:

To be successful in this role you must...

• Proven leadership experience as Senior Team Leader in BPO or customer experience operations
• Has experience in handling Team Leaders
• Strong analytical, strategic planning, and team management skills
• Excellent communication and decision-making abilities
• Experience in managing vendor partnerships and client relationships to ensure service delivery excellence

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Life size chess board
• Dance and yoga studio
• Pingpong tables
• Cafes

Our teams are more like family. That’s in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Year end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!