Team Leader

Symbos Managed Services Inc; Pasay; On-site; PHP 420,000 - 650,000; Full time

Job summary

Symbos Managed Services Inc is seeking a Team Leader for its Australian operations support role. You will lead a customer service team, coach members, and manage performance to meet KPIs.

The position requires experience in contact centres, strong people skills and a proactive approach to continuous improvement. You will partner with Quality, Training and Workforce Management to drive improvements and ensure high customer outcomes.

Qualifications

• Experience leading contact centre or BPO teams.
• Strong coaching and people management skills.
• Ability to interpret performance metrics and reports.

Responsibilities

• Lead day-to-day performance of an operational team.
• Coach and conduct performance reviews.
• Monitor service, productivity, quality and customer experience metrics.
• Identify performance gaps and implement improvement plans.
• Maintain accurate performance records and documentation.
• Collaborate with Quality and Training teams to improve performance.

Skills

Coaching

People management

Metrics interpretation

Communication

Problem solving

Attendance management

Excel

Shift flexibility

Employee engagement

Stakeholder management

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

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.