Team Leader Operations- Search Engine

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

Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client. Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates); Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

• Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders).
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.
• Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary.
• Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
• Handles escalation calls from CSR's, exercising discernment on whether or not individuals are capable of handling complex customer calls.
• Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
• Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring.
• Maintains transparency with the group on team / individual performance achieved.
• Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues / problems faced by their respective teams.
• Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.
• Prepares and submits reports on team performance to the Operations Manager.
• Discusses overall team performance in relation to the objectives of the Company and the program / account.
• Determines areas for improvement of the account’s performance and translates these to action plans for the team.
• Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents.
• Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates / changes in order to familiarize agents.
• Motivates and inspires all team members to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities.
• Designs incentive-based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the Client.