Team Lead

Jobtailor; Cebu City; On-site; PHP 350,000 - 650,000; Full time

Job summary

Jobtailor in Cebu City is seeking an experienced Contact Centre Operations Lead to manage day-to-day operations and ensure KPIs are met, while developing and distributing performance reports.

You will implement procedures, support quality standards, and coach team members to achieve service levels. The role requires collaboration with CX and Training teams and adapting to seasonal workload changes.

Qualifications

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
• Preferably 2 years of working experience in the related field.
• Experience leading, inspiring, and motivating others to meet goals and metrics.

Responsibilities

• Manage the day-to-day operations of the contact centre to ensure KPIs are met.
• Develop, review, and distribute daily, weekly, and monthly performance and service reports.
• Make recommendations to the Project Manager to maintain agreed customer service levels.
• Establish work procedures and processes supporting company and departmental standards, procedures, and strategic directives.
• Ensure team-member performance feedback is accurate, complete, and timely.
• Provide coaching and guidance so team members meet KPIs and follow organizational guidelines and policies.
• Collaborate with Customer Experience and Training teams to identify issues and drive metrics.
• Balance and prioritize operational needs based on seasonality and the needs of customers, team, and client.
• Enhance team-member performance through team connection, team briefings, and monthly coaching sessions.
• Assist and manage the team in the absence of the Team Leader.
• Perform other duties assigned by management within the employment category and support continual improvement of TDCX’s Quality Management System

Skills

Team Leadership

Project Management

Performance Analysis

Coaching and Mentoring

Communication Skills

Education

Bachelor's Degree

Advanced Diploma

Job description

• Manage the day-to-day operations of the contact centre to ensure KPIs are met


• Develop, review, and distribute daily, weekly, and monthly performance and service reports


• Make recommendations to the Project Manager to maintain agreed customer service levels


• Establish work procedures and processes supporting company and departmental standards, procedures, and strategic directives


• Ensure team-member performance feedback is accurate, complete, and timely


• Provide coaching and guidance so team members meet KPIs and follow organizational guidelines and policies


• Collaborate with Customer Experience and Training teams to identify issues and drive metrics


• Balance and prioritize operational needs based on seasonality and the needs of customers, team, and client


• Enhance team-member performance through team connection, team briefings, and monthly coaching sessions


• Assist and manage the team in the absence of the Team Leader


• Perform other duties assigned by management within the employment category and support continual improvement of TDCX’s Quality Management System

Requirements

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field


• Preferably 2 years of working experience in the related field


• Experience leading, inspiring, and motivating others to meet goals and metrics


• Project and resource management skills


• Strong communication and interpersonal skills


• Excellent decision-making and analytical skills


• Excellent verbal and written communication skills in English and the language of the supporting market

Core Competencies

Demonstrates strong leadership and coaching abilities to enhance team performance while managing day-to-day operations of the contact centre. Proficient in project and resource management, with a focus on achieving KPIs and maintaining high customer service standards.

Highest-signal resume keywords

• Team Leadership


• Project Management


• Performance Analysis


• Coaching and Mentoring


• Communication Skills

ATS Optimization Keywords

Hard Skills

• KPI Management


• Performance Reporting


• Resource Management


• Operational Procedures


• Quality Management System

Soft Skills

• Interpersonal Skills


• Decision-Making


• Analytical Skills


• Motivational Skills


• Collaboration

Certifications & Qualifications

• Bachelor's Degree


• Advanced Diploma

Industry Keywords

• Contact Centre Operations


• Customer Service


• Team Performance


• Service Levels


• Continual Improvement