Team Manager

UnifyCX; Philippines; On-site; PHP 480,000 - 800,000; Full time

Benefits offered by this job

Competitive pay

Training & development

Health benefits

Work‑life balance

Career progression

Job summary

UnifyCX in Quezon City, Metro Manila, is seeking an experienced Team Manager to lead and develop high-performing customer service teams in a full-time role. You will oversee day-to-day operations, ensure service excellence, and drive performance to meet organisational objectives.

The ideal candidate has 3+ years in a management role, strong leadership and communication skills, and a proven ability to coach teams and analyze performance data for improvements.

Qualifications

• Proven experience as Team Manager or Supervisor in a call centre or customer service.
• 3+ years in a management role with team development responsibilities.
• Strong leadership, communication and coaching abilities.
• Ability to analyse performance data and drive operational improvements.

Responsibilities

• Lead, supervise and motivate a team of customer service representatives to achieve targets and SLAs.
• Monitor productivity, quality metrics and attendance; implement corrective actions.
• Conduct regular one-to-one meetings and performance reviews to support development.
• Provide coaching, training and mentoring to address skill gaps.
• Ensure compliance with policies, procedures and quality standards across operations.
• Analyse call centre metrics to identify trends and improvement opportunities.
• Handle escalated customer issues and employee concerns professionally.
• Collaborate with other departments to improve processes and support cross-functional initiatives.
• Participate in recruitment, onboarding and induction processes for new team members.
• Foster a positive team culture with collaboration, accountability and continuous improvement.

Skills

Team leadership

People management

Performance analysis

Quality assurance

Communication

Coaching & development

Call center operations

Reporting tools

Customer service mindset

Tools

Call center software

QA tools

Job description

About us

UnifyCX is a leading customer experience solutions provider dedicated to delivering exceptional service across diverse industries. We partner with global brands to build customer-centric teams that drive loyalty, satisfaction and business growth. Our commitment to innovation, employee development and operational excellence makes us an industry leader in the call centre and customer service sector.

About the role

We are seeking an experienced Team Manager to join UnifyCX in Quezon City, Metro Manila. This is a full-time position that plays a pivotal role in leading and developing high-performing customer service teams. As Team Manager, you will be responsible for overseeing day-to-day operations, ensuring service excellence, and driving team performance to meet and exceed organisational objectives. This is a strategic position that directly impacts customer satisfaction, employee engagement and business outcomes.

Key responsibilities

• Lead, supervise and motivate a team of customer service representatives to achieve performance targets and service level agreements
• Monitor team productivity, quality metrics and attendance, implementing corrective actions as needed
• Conduct regular one-to-one meetings and performance reviews with team members to support their development and career progression
• Provide coaching, training and mentoring to team members, identifying skill gaps and developing improvement plans
• Ensure compliance with company policies, procedures and quality standards across all team operations
• Analyse call centre metrics and reporting to identify trends, opportunities for improvement and areas requiring intervention
• Handle escalated customer issues and employee concerns with professionalism and resolution-focused approach
• Collaborate with other departments to improve processes, implement feedback and support cross-functional initiatives
• Participate in recruitment, onboarding and induction processes for new team members
• Foster a positive team culture that promotes collaboration, accountability and continuous improvement

What we’re looking for

• Proven experience as a Team Manager or Supervisor in a call centre or customer service environment, ideally 3+ years in a management role
• Strong leadership abilities with the capacity to motivate, inspire and develop team members effectively
• Excellent communication skills, both written and verbal, with the ability to articulate clearly to diverse stakeholders
• Proficiency in analysing performance data and using insights to drive operational improvements
• Problem-solving mindset with the ability to manage multiple priorities and respond effectively to challenges
• Knowledge of call centre operations, customer service best practices and quality assurance principles
• Familiarity with call centre management systems and reporting tools
• Customer-focused mentality with a genuine commitment to delivering excellent service experiences
• Ability to work in a fast-paced, dynamic environment whilst maintaining composure under pressure
• Preferably holds relevant qualifications in management, customer service or related disciplines

What we offer

At UnifyCX, we recognise that our employees are our greatest asset. We are committed to providing a supportive and rewarding workplace where you can thrive both professionally and personally. We offer competitive remuneration packages, ongoing training and development opportunities to enhance your skills and career progression. Our workplace prioritises work-life balance with flexible working arrangements where applicable, and we foster a positive, inclusive culture where every team member is valued and respected. Additionally, we provide health and wellness benefits, opportunities for internal advancement, and a collaborative environment where your contributions directly impact our success. We encourage applications from all qualified candidates and welcome discussions about any adjustments or support you may require during the recruitment process.