Team Leader, Call Center Operations

Hammerjack Pty Ltd; Philippines; On-site; PHP 446,000 - 725,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching, motivation and accountability.

The role focuses on achieving KPIs, providing guidance, and managing escalations while maintaining open communication and team development. Location is Cebu City (PHL Cyberzone) with a full-time schedule.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong written and verbal communication skills.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day activities of a group of call center associates in line with policy and legal requirements.
• Coach direct reports regularly to ensure performance metrics are achieved weekly.
• Identify performance issues, develop action plans for improvement, and implement corrective actions.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct team meetings and organize team activities to facilitate communication.
• Stay current on internal policies and participate in required management training.
• Promote values and act as an advocate for team members.

Skills

Coaching

Leadership

Communication skills

Multi-tasking

Mentoring

Flexibility

Education

Associate's degree in related field

Job description

Hammerjack Pty Ltd in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching, motivation and accountability.

The role focuses on achieving KPIs, providing guidance, and managing escalations while maintaining open communication and team development. Location is Cebu City (PHL Cyberzone) with a full-time schedule.