Operations Team Leader (Fixed Term, Araneta Cubao Quezon City)

Position: Operations Team Leader

Location: Araneta Cubao Quezon City

Contract Duration: 6 months

Work Setup: Permanent, Full Onsite

Overview:

Leads and manages a team of CSRs in daily call center operations, ensuring targets and service levels are met. Monitors individual and team performance, provides regular coaching, feedback, and performance evaluations. Handles escalated calls and supports agents in complex customer interactions. Prepares performance reports, analyzes metrics, and implements action plans for improvement. Designs and facilitates training, incentive programs, and team-building activities. Coordinates with HR on employee relations, grievance handling, and payroll concerns. Collaborates with leadership to enhance processes, address issues, and maintain operational efficiency.

What We're Looking For:

• At least two years (2) Team Lead / Coach Experience.
• Working knowledge of call center operations and organization is required.
• Supervisory and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills
• Amenable to fully work on site in Araneta, Cubao.
• Adaptive to changing work schedules and working hours.