Team Leader

Symbos; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Symbos is seeking an experienced Team Leader to guide a customer service team supporting Australian operations. You will provide day-to-day leadership, coaching and performance management to achieve targets while fostering a positive, high-performing culture.

The ideal candidate has contact centre leadership experience, excels at developing people, solving operational challenges and driving continuous improvement.

Qualifications

• 1-3 years of contact centre or BPO experience.
• Previous Team Leader, SME, supervisor or leadership experience.
• Strong coaching, mentoring and people management skills.
• Experience interpreting performance metrics and operational reports.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and decision-making capability.
• Ability to manage performance, attendance and employee engagement effectively.
• Working knowledge of Microsoft Office applications, including Excel.
• Ability to work Australian or operational shift schedules when required.
• Passion for developing people and driving team success.

Responsibilities

• Lead and manage the day-to-day performance of an operational team.
• Monitor service, productivity, quality and customer experience metrics.
• Conduct regular coaching sessions, feedback discussions and performance reviews.
• Identify performance gaps and implement improvement plans.
• Manage attendance, adherence and employee concerns in line with company policies.
• Support a positive and accountable team culture.
• Partner with Quality and Training teams to improve team performance.
• Work closely with Workforce Management to support operational requirements.
• Maintain accurate performance records, action plans and documentation.
• Identify opportunities for process and performance improvement.
• Escalate operational risks and issues when required.

Skills

Team Leadership

Coaching

Performance Metrics

Communication

Stakeholder Management

Problem Solving

Attendance Management

Excel

Shift Scheduling

Employee Engagement

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Excel

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

At Symbos, we help organisations deliver exceptional customer experiences through the right combination of people, process and technology. Our teams support leading Australian businesses and provide rewarding opportunities for people who are passionate about leadership, coaching and operational excellence.

About The Client

Our client is a leading Australian parking and mobility solutions provider supporting customers across a large operational network. As part of a growing operations team, you'll play a key role in leading frontline employees, driving performance and delivering outstanding customer outcomes.

The Opportunity

We're looking for an experienced Team Leader to provide day-to-day leadership, coaching and performance management for a customer service team supporting Australian operations. You'll be responsible for achieving key operational targets while building a positive, accountable and high-performing team culture.

This opportunity is ideal for someone with contact centre leadership experience who enjoys developing people, solving operational challenges and driving continuous improvement.

What Sets This Role Apart

• Lead and develop a team that directly impacts customer experience
• Drive performance through coaching, mentoring and employee engagement
• Partner closely with Quality, Training and Workforce Management teams
• Influence operational improvements and business outcomes
• Join a growing Australian-supported operation with strong career development opportunities

Key Responsibilities

• Lead and manage the day-to-day performance of an operational team
• Monitor service, productivity, quality and customer experience metrics
• Conduct regular coaching sessions, feedback discussions and performance reviews
• Identify performance gaps and implement improvement plans
• Manage attendance, adherence and employee concerns in line with company policies
• Support a positive and accountable team culture
• Partner with Quality and Training teams to improve team performance
• Work closely with Workforce Management to support operational requirements
• Maintain accurate performance records, action plans and documentation
• Identify opportunities for process and performance improvement
• Escalate operational risks and issues when required

What We're Looking For

• 1-3 years of contact centre or BPO experience
• Previous Team Leader, SME, supervisor or leadership experience
• Strong coaching, mentoring and people management skills
• Experience interpreting performance metrics and operational reports
• Excellent communication and stakeholder management skills
• Strong problem-solving and decision-making capability
• Ability to manage performance, attendance and employee engagement effectively
• Working knowledge of Microsoft Office applications, including Excel
• Ability to work Australian or operational shift schedules when required
• Passion for developing people and driving team success

Nice to Have

• Experience supporting Australian accounts
• Exposure to quality assurance and workforce management processes
• Experience leading customer service or contact centre teams
• Experience driving performance improvement initiatives
• Bachelor's degree or equivalent relevant experience

Who This Role Suits

This role is ideal for a people-first leader who enjoys motivating teams, solving challenges and helping employees perform at their best. You'll thrive in this role if you're data-driven, collaborative and committed to creating a strong team culture while delivering operational results.