We're Hiring: Operations Team Leader
Work Where People Matter
At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.
Why You'll Love It Here
- Growth you can see – promotions and career paths await
- Learning that sticks – trainings to sharpen your skills
- A workplace that cares – inclusive, supportive, and people-first
- Health coverage you can count on
- Rewards when you refer friends to join the team
- Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits
Your Day-to-Day
- Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
- Provide excellent customer service and identify client needs.
- Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
- Participate in proposal development for business opportunities.
- Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
- Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
- Conduct root cause analyses and build corresponding action plans.
- Coach associates to meet KPIs and performance metrics.
- Manage team attrition and engagement.
- Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
- Perform any other tasks assigned by leadership.
- Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
- Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
- Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.
- Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
- Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.
What We're Looking For
- Bachelor's degree preferred.
- Minimum 1–2 years experience in a team lead or supervisory role with handling Customer Service accounts
- Strong analytical, results-oriented, and process-driven mindset.
- Experience supporting new account launches, workflow stabilization, or transition projects.
- Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
- Ability to document processes accurately and ensure compliance with client expectations.
- Competent in root cause analysis, performance management, and data-driven decision-making.
- Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
- Strong written and verbal communication skills, especially for client-facing reporting and updates.
- Able to adapt quickly to evolving client requirements, especially during the stabilization period.
- Strong customer success experience
