Team Lead – Travel Account (Non‑Voice)

Hexaware Technologies Phil. Branch; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Hexaware Technologies Philippines, Taguig, is seeking a Team Leader, Operations to supervise a team of call center associates and drive performance against client expectations. You will coach weekly, manage attendance, workload, and ensure service levels and KPIs are met.

Responsibilities include reporting, collaborating with client counterparts, and maintaining up-to-date knowledge of processes and policies. A shifting/rotational schedule is required and leadership trainings will be attended.

Qualifications

• Associate’s degree in a related field; 2–4 years of Travel Account experience strongly preferred.
• Minimum of 2 years experience as a Supervisor or Team Leader in a BPO operations environment.
• Strong navigational skills across multiple systems and platforms.
• Demonstrates quick learning ability for new technologies, tools, processes, and products.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee daily supervision of call center associates, including workload distribution, attendance monitoring, and policy adherence.
• Provide weekly coaching sessions to direct reports to ensure targets and KPIs are met.
• Identify performance gaps, create action plans, and implement corrective measures up to termination when necessary.
• Ensure service levels and financial expectations are met or exceeded per contracts.
• Serve as SME for handling escalated customer interactions as needed.
• Conduct team meetings to share updates and foster engagement.
• Organize team initiatives, huddles, and operational activities.
• Maintain up-to-date knowledge of internal processes and required standards.

Skills

Team leadership

Coaching

Effective communication

Time management

Multitasking

Problem solving

Education

Associate’s degree in related field

Tools

Outlook

Teams

Excel

Word

PowerPoint

Microsoft 365

SharePoint

OneDrive

Job description

The Team Leader, Operations is responsible for the day‑to‑day supervision and performance management of a team of call center associates. This role ensures that operational goals, performance metrics, and client expectations are consistently met through effective coaching, communication, and leadership.

Core Responsibilities:

• Oversee the daily supervision of call center associates, including workload distribution, attendance monitoring, and adherence to company policies and legal requirements.

• Provide regular, structured coaching sessions to direct reports (minimum weekly) to ensure targets and key performance metrics are achieved.

• Identify performance gaps, create action plans, implement corrective measures, and escalation concerns when necessary, up to and including employment termination.

• Ensure all service levels, KPIs, and financial expectations are met or exceeded based on contractual commitments.

• Serve as a subject matter expert for handling escalated customer interactions as needed.

• Conduct team meetings to disseminate critical updates, foster open communication, and encourage team engagement.

• Organize and schedule team initiatives, huddles, and other operational activities as required.

• Maintain up‑to‑date knowledge of all internal processes, workflows, policies, and required operational standards.

• Attend all required leadership and professional development trainings.

• Collaborate with client counterparts to review performance trends, discuss challenges, identify opportunities, and align on forward‑looking action plans.

• Prepare, analyze, and submit daily/weekly/monthly performance reports and confidently present updates in business reviews (e.g., WBRs, Game Plan Meetings, Client Connects).

Qualifications:

• Associate’s degree in a related field; 2–4 years of relevant Travel Account experience strongly preferred.

• Minimum of 2 years experience as a Supervisor or Team Leader in a BPO operations environment.

• High level of technical proficiency with strong navigation skills; comfortable working across multiple systems and platforms.

• Demonstrates quick learning ability for new technologies, tools, processes, and products.

• Excellent communication skills, both written and verbal.

• Proficient in Microsoft Office applications, including (but not limited to) Outlook, Teams, Excel, Word, PowerPoint, as well as Microsoft 365, SharePoint, and OneDrive.

• Strong ability to work under pressure, manage deadlines, and follow tasks through to completion independently.

• Proven capability in team leadership, multi‑tasking, prioritization, and meeting operational timelines.

• Skilled in coaching, mentoring, and providing clear direction to team members.

• Willing to work on a shifting/rotational schedule as required by business needs.