Team Leader Operations

Confidential; Iloilo; On-site; PHP 357,000 - 536,000; Full time

Job summary

Confidential is seeking a Team Lead to manage a 20-25 agent team handling inbound calls and emails, with a focus on coaching, performance reporting, and escalation resolution. The role emphasizes effective process control and maintaining voice standards.

Ideal candidates have 2-3 years in a supervisor or TL role in a Travel/BPO setting, proficiency in MS Office and Excel, and willingness to work onsite with shifting schedules.

Qualifications

• Preferably college graduate but can accept college undergraduate.
• With 2-3 years in supervisor or TL role in a BPO Operations set-up with Airline or Travel background.
• Knowledgeable in computer MS applications & Excel.
• Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes is a PLUS.
• Amenable to work fulltime onsite and on shifting schedule.

Responsibilities

• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Team Lead has to re-enforce and drive all product related updates in team and handle escalated calls.
• Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.

Skills

Team leadership

Coaching & mentoring

Escalation handling

Education

College degree or college undergraduate

Tools

MS Office

Excel

Job description

About the role

The purpose of this role is to manage all team and process related issues. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The team size would be of 20 - 25 agents on inbound calls/email.

JOB FUNCTION/ RESPONSIBILITIES:

• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Team Lead has to re-enforce and drive all product related updates in team and handle escalated calls.
• Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.

JOB QUALIFICATIONS:

• Preferably college graduate but can accept college undergraduate
• With 2-3 years in supervisor or TL role in a BPO Operations set-up with Airline or Travel background
• Knowledgeable in computer MS applications & Excel
• Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes is a PLUS
• Amenable to work fulltime onsite and on shifting schedule.