Team Manager | International Account

Support Services Group; Mandaluyong; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Support Services Group in the Philippines is seeking an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns.

The role focuses on developing, coaching, and monitoring performance of call center representatives, with responsibilities spanning KPI analysis, feedback, and escalation resolution.

You will coordinate with Operations, Quality, Training, Workforce, and Talent Acquisition to resolve issues and drive customer satisfaction.

Qualifications

• 2 years of experience as a Team Manager or 4 years as a supervisor in a BPO environment.
• Proven experience handling multiple accounts/campaigns, preferably supporting international clients.
• Strong knowledge of BPO operations, KPIs, performance management, and workforce practices.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Ability to troubleshoot agent and team level performance on contact center metrics with a focus on Customer Satisfaction and Retention.
• Willing to work shifting schedules, weekends, and holidays as required.

Responsibilities

• Oversee daily operations and ensure teams meet performance, quality, and productivity targets.
• Manage multiple programs/accounts and adapt to different processes and client requirements.
• Monitor KPIs and create action plans to address performance gaps.
• Conduct regular coaching, performance reviews, and team huddles to drive engagement and development.
• Work with Operations, Quality, Training, Workforce, Talent Acquisition, and other support teams to resolve concerns.
• Identify process improvements and recommend solutions to improve efficiency and customer experience.
• Handle escalations and provide timely resolutions to operational and employee concerns.
• Prepare and present performance reports and updates as needed.

Skills

Team leadership

Performance management

Coaching

KPI analysis

Stakeholder management

Job description

Team Manager

Job Summary

We are looking for an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. The ideal candidate has strong BPO operations experience, excellent people-management skills, and a proven ability to adapt to different client requirements, processes, and business needs.

You will be responsible for managing the performance of the handled campaigns, the call center representatives/agents, and TEAM LEADER s in operations focused on developing, tracking, monitoring, coaching, analyzing and providing feedback on performance.

Key Responsibilities

• Oversee daily operations and ensure teams consistently meet or exceed performance, quality, and productivity targets.
• Manage multiple programs/accounts and effectively adapt to different processes, client requirements, and operational priorities.
• Monitor key performance indicators (KPIs) and create action plans to address performance gaps.
• Conduct regular coaching, performance reviews, and team huddles to drive employee engagement and development.
• Work closely with Operations, Quality, Training, Workforce, Talent Acquisition, and other support teams to resolve operational concerns.
• Identify process improvements and recommend solutions to improve efficiency, customer experience, and overall account performance.
• Handle escalations and provide timely resolutions to operational and employee concerns.
• Prepare and present performance reports and updates as needed.

Qualifications

• At least 2 years of experience as a Team Manager or as a supervisor for 4 years in a BPO environment.
• Proven experience handling multiple accounts/campaigns, preferably supporting international clients.
• Strong knowledge of BPO operations, KPIs, performance management, and workforce practices.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Ability to troubleshoot agent and team level performance on contact center metrics like service level, ASA, AHT, Hold Time, FCR, QA, Escalation Rate, Absenteeism and other end user impacting metrics with a focus on Customer Satisfaction and Retention to achieve client satisfaction.
• Willing to work on shifting schedules, weekends, and holidays as required.

Preferred Skills

• Experience handling multiple international accounts or lines of business.
• Experience in managing large teams or multiple teams.
• Strong client-facing and stakeholder-management skills.
• Experience in process improvement and performance recovery initiatives.