Team Lead - Contact Center Ops & Performance

Sagility; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sagility is hiring a Team Leader in Quezon City, Philippines. You will guide Team Members to meet productivity targets, support Shift Managers to ensure service levels, and monitor performance metrics across calls, emails, and other channels.

This role emphasizes coaching, CPI initiatives, and strong people management skills. The position requires hands-on leadership in a work-from-office setting, with responsibilities spanning schedule coordination, policy updates, and cross-functional

Qualifications

• Expert communication skills, both written and verbal.
• Proven ability to lead and develop a team in a fast-paced environment.
• Strong coaching and performance management capabilities.
• Experience driving process improvements and CPI initiatives.

Responsibilities

• Ensure that Team Members meet productivity standards.
• Assist Shift Managers in maintaining client service levels.
• Escalate and document health, safety, and performance concerns.
• Monitor calls, emails, and other channels for quality and accuracy.
• Coach CSRs using attendance, AHT, productivity, and quality data.
• Coordinate shifts, leaves, and workload with Shift Manager and Workforce.

Skills

Communication

Team Leadership

Coaching

Process Improvement

Performance Management

Problem Solving

Presentation Skills

Facilitation Skills

Tools

MS Office

Job description

Sagility is hiring a Team Leader in Quezon City, Philippines. You will guide Team Members to meet productivity targets, support Shift Managers to ensure service levels, and monitor performance metrics across calls, emails, and other channels.

This role emphasizes coaching, CPI initiatives, and strong people management skills. The position requires hands-on leadership in a work-from-office setting, with responsibilities spanning schedule coordination, policy updates, and cross-functional