Team Leader, Call Center Operations & Performance Coach

Confidential; Metro Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Confidential in Metro Manila conducts a leadership role overseeing a team of customer service representatives in call center operations. You will coach and mentor agents, monitor metrics, and provide performance feedback to drive productivity and profitability.

Your responsibilities include planning, training, reporting, and elevating overall service levels for client accounts. The role emphasizes data-driven management, escalation handling, and continuous improvement through incentive programs

Qualifications

• Experience in coaching and mentoring team members and providing performance feedback.
• Ability to plan, assess, and give timely feedback within a formal performance cycle.

Responsibilities

• Lead and manage a team of CSR agents to execute call center operations.
• Ensure team members meet or exceed daily, weekly and monthly goals.
• Conduct performance management for supervised team members.
• Hold regular planning, assessment, and feedback meetings.
• Provide coaching, mentoring, and assistance to achieve targets.
• Monitor performance during shifts and provide real-time guidance.
• Deliver constructive feedback to help attain daily targets.
• Handle escalation calls and assess capacity for complex issues.
• Share knowledge to improve skills for handling complex interactions.
• Prepare reports comparing top/bottom performers and overall metrics.
• Use data to reward excellence and guide coaching.
• Maintain transparency on team/individual performance.
• Brainstorm with peers and Ops Manager on issues.
• Analyze factors affecting performance and propose solutions.
• Prepare and submit performance reports to Ops Manager.
• Discuss performance relative to company objectives and program goals.
• Identify improvement areas and translate to action plans.

Skills

Team leadership

Coaching & mentoring

Performance management

Data reporting

Agent motivation

Tools

Payroll templates

Baleen metrics

Job description

Confidential in Metro Manila conducts a leadership role overseeing a team of customer service representatives in call center operations. You will coach and mentor agents, monitor metrics, and provide performance feedback to drive productivity and profitability.

Your responsibilities include planning, training, reporting, and elevating overall service levels for client accounts. The role emphasizes data-driven management, escalation handling, and continuous improvement through incentive programs