Team Manager BPO

Magellan Solutions Outsourcing Inc.; Mandaluyong; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Government Mandated Benefits

Annual Performance Appraisal

HMO + 1 dependent

Retirement plan

Fast Promotion

Opportunity for growth

Continuous learning programs

Work-life balanced activities

Great work culture

Company Events

Staff House (Shared Cost Accommodation

Free Shuttle Service

Job summary

Magellan Solutions Outsourcing Inc. in Mandaluyong invites a proactive Team Lead to manage a customer service team, set targets, monitor quality, and drive performance. You’ll handle documentation, forecasts, and budget planning while maintaining client satisfaction and a positive work environment.

The role requires two years of college or higher, strong communication, and a track record in lead roles. Interactions span shift work, including weekends and holidays, with growth opportunities and

Qualifications

• Graduate or at least completed two years of college.
• Excellent verbal and written communication skills.
• Prior experience in a team lead role, specifically within customer service operations.
• Strong attention to detail and analytical thinking.
• Proven track record of reliability and strong attendance.
• Proficient in using computers and common office applications.
• Willing to work on a shifting schedule, including weekends and holidays.

Responsibilities

• Oversee daily operations of the team, ensuring all tasks are managed efficiently.
• Set performance targets for agents in line with account objectives.
• Create and manage essential documentation, including reports, Daily Time Records, agent schedules, break schedules, and EOD summaries.
• Analyze performance and operational reports to identify trends and areas for improvement.
• Maintain knowledge of account products, services, procedures, and policies, and ensure team is informed.
• Prepare accurate forecasts and budget plans for team operations.
• Maintain high client satisfaction with timely responses and effective solutions.
• Address and resolve urgent concerns and operational challenges.
• Monitor and evaluate agent performance using scorecards and tracking tools.
• Conduct regular call monitoring to ensure quality standards and procedures.
• Lead business reviews on agent performance and account status.
• Foster a safe, collaborative, and positive working environment by delegating roles.

Skills

Team leadership

Communication skills

Attention to detail

Analytical thinking

Reliability

Computer skills

Shift scheduling

Education

Two years of college completed

Tools

MS Office

CRM software

Job description

Primary Responsibilities:

• Oversee daily operations of the team, ensuring all tasks are managed efficiently.

• Set performance targets for agents in line with account objectives.

• Create and manage essential documentation, including reports, daily time records (DTR), agent schedules, break schedules, and end-of-day summaries (EOD).

• Analyze performance and operational reports to identify trends and areas for improvement.

• Maintain in-depth knowledge of the account’s products, services, procedures, and policies, and ensure all team members are well-informed.

• Prepare accurate forecasts and budget plans for team operations.

• Maintain high levels of client satisfaction by providing timely responses and effective solutions to issues.

• Address and resolve urgent concerns and operational challenges.

• Monitor and evaluate agent performance using scorecards and other tracking tools.

• Conduct regular call monitoring to ensure adherence to quality standards and operational procedures.

• Lead business reviews on agent performance and overall account status.

• Foster a safe, collaborative, and positive working environment by effectively delegating responsibilities across the team.

Qualifications:

• Graduate or at least completed two years of college.

• Excellent verbal and written communication skills.

• Prior experience in a team lead role, specifically within customer service operations.

• Strong attention to detail and analytical thinking.

• Proven track record of reliability and strong attendance.

• Proficient in using computers and common office applications.

• Willing to work on a shifting schedule, including weekends and holidays.

What's in it for you?

• Government Mandated Benefits

• Annual Performance Appraisal

• HMO + 1 dependent

• Retirement plan

• Fast Promotion

• Opportunity for growth

• Continuous learning programs

• Work-life balanced activities

• Great work culture

• Company Events

• Staff House (Shared Cost Accommodation)

• Free Shuttle Service