Team Coach & Operations Lead

Foundever®; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Foundever® in the Philippines is seeking a Team Leader to guide a call-center agent team and ensure top service standards. You will coach, monitor, and drive performance to meet client KPIs, communicating issues clearly to the Site Operations Manager and supporting continuous improvement across shifts.

Ideal candidates bring at least one year of team leadership, strong interpersonal and communication skills, and the ability to multitask in a fast-moving contact center environment.

Qualifications

• High School graduate or equivalent.
• Minimum of one year Team Leader experience.
• Experience with Technical, Billing and Sales is preferred but not required.
• Demonstrated interpersonal, coaching and supervisory skills.
• Experience with Agile development methodologies.
• Excellent verbal and written communication skills.
• Good computer skills (operating systems, Internet).
• Demonstrated ability to set priorities and multi-task.

Responsibilities

• Ensures that calls are handled professionally.
• Provides direction and guidance to guarantee metric achievement.
• Achieves, measures, reports and communicates metric goal attainment.
• Ensures accurate and timely communication of client issues to Manager.
• Coaches, mentors and develops agent team for growth and promotions.
• Performs other duties as assigned.

Skills

Interpersonal skills

Coaching

Supervisory skills

Verbal communication

Written communication

Multi-tasking

Prioritization

Education

High School Graduate

Tools

Agile development methodologies

Job description

Foundever® in the Philippines is seeking a Team Leader to guide a call-center agent team and ensure top service standards. You will coach, monitor, and drive performance to meet client KPIs, communicating issues clearly to the Site Operations Manager and supporting continuous improvement across shifts.

Ideal candidates bring at least one year of team leadership, strong interpersonal and communication skills, and the ability to multitask in a fast-moving contact center environment.