Team Lead- Operations - Telco Account

Tech Mahindra; Philippines; On-site; PHP 300,000 - 500,000; Full time

Job summary

Tech Mahindra Philippines is seeking a Team Lead to guide customer service accounts, coordinate with internal teams, and drive delivery of client engagements. You will coach associates, monitor KPIs, and ensure high-quality outcomes across programs.

You will partner with Recruitment, Training, Quality, Workforce, and HR to improve workflows, profiling, and performance while adapting to evolving client needs during stabilization periods.

Qualifications

• Minimum 1–2 years experience in a team lead or supervisory role with handling Customer Service accounts.
• Strong analytical, results-oriented, and process-driven mindset.
• Experience supporting new account launches, workflow stabilization, or transition projects.
• Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
• Ability to document processes accurately and ensure compliance with client expectations.
• Competent in root cause analysis, performance management, and data-driven decision-making.
• Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
• Strong written and verbal communication skills, especially for client-facing reporting and updates.
• Able to adapt quickly to evolving client requirements, especially during the stabilization period.

Responsibilities

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
• Provide excellent customer service and identify client needs.
• Oversee the quality of deliverables and manage team relationships for performance excellence.
• Participate in proposal development for business opportunities.
• Establish objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
• Conduct root cause analyses and build action plans.
• Coach associates to meet KPIs and performance metrics.
• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
• Support the transition and stabilization of new accounts, including readiness activities and workflow implementation.

Skills

Team leadership

Analytical thinking

Process optimization

Client-facing reporting

Job description

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await


• Learning that sticks – trainings to sharpen your skills


• A workplace that cares – inclusive, supportive, and people-first


• Health coverage you can count on


• Rewards when you refer friends to join the team


• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.


• Provide excellent customer service and identify client needs.


• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.


• Participate in proposal development for business opportunities.


• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.


• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.


• Conduct root cause analyses and build corresponding action plans.


• Coach associates to meet KPIs and performance metrics.


• Manage team attrition and engagement.


• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.


• Perform any other tasks assigned by leadership.


• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.


• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.


• Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.


• Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.


• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

What We’re Looking For

• Minimum 1–2 years experience in a team lead or supervisory role with handling Customer Service accounts


• Strong analytical, results-oriented, and process-driven mindset.


• Experience supporting new account launches, workflow stabilization, or transition projects.


• Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.


• Ability to document processes accurately and ensure compliance with client expectations.


• Competent in root cause analysis, performance management, and data-driven decision-making.


• Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.


• Strong written and verbal communication skills, especially for client-facing reporting and updates.


• Able to adapt quickly to evolving client requirements, especially during the stabilization period.