Job Description:
Employment Type: Full-time
Work Type: Onsite
Duration: 12 months (Annual Renewal)
Location: Manila, Philippines
Job Description: Team Leader - Sales & Customer Support Operations
Profile Summary
The Team Leader directly oversees a pod of Sales & Customer Support Specialists supporting the Client's advertiser program with defined Team Lead ratio of one (1) Team Lead per fifteen (15) Specialists. Bridging front-line operations and account management, the role drives team performance, ensures strict and impartial adherence to the Client's Policies, and coaches specialists to achieve commercial targets. As a Management Role, the Team Leader maintains supervisory and compliance controls.
Key Responsibilities
1. People Leadership & Performance Coaching
- Direct, mentor, and motivate a team of 15 to 18 Specialists
- Conduct weekly one-on-one coaching sessions, performance reviews, and skills training to maximize engagement, quality, and retention.
2. KPI & Commercial Delivery
- Manage team performance against the Client's agreed Key Performance Metrics and Service Levels — including pipeline volume, revenue/engaged revenue, engagement rate, talk time, product points, book coverage, quality-assurance score, and FTE fulfilment — alongside operational measures such as SLA adherence and handle times across voice and non-voice channels.
3. Policy Governance & Quality Assurance
- Enforce strict, impartial compliance with the Client's Advertising Policies and guidelines, and ensure no Specialist makes unauthorized commitments, discounts, refunds, pricing statements, or product commitments.
- Audit complex case decisions, run quality-assurance checks, and lead regular quality-calibration sessions with internal quality and the Client's quality/operations teams.
4. Escalation Management
- Serve as the second-line escalation point for complex advertiser disputes, high-value accounts, and sensitive policy investigations, ensuring resolutions align with the Client's approved escalation pathways.
- Notify the Client of qualifying incidents and issues within the timeframes defined
5. Resource & Queue Management
- Oversee real-time queue balancing across phone, email, chat, and ticketing channels.
- Manage shift schedules, attendance, tool access, and system/workflow adherence.
6. Cross-Functional Collaboration
- Partner with the Client's Sales Operations Enablement, Compliance, and operational leadership to share insights and optimize workflows; propose updates to scripts or templates for the Client's prior written approval.
Candidate Profile
- Education & Experience: Preferably a college degree or equivalent diploma, with 3+ years in an operational supervisory / team-leader role within a BPO or technology environment managing B2B sales, ad operations, or digital marketing support.
- Domain Expertise: Prior experience with ad-tech platforms (Google Ads, Meta Ads Manager, or Amazon Ads), including working knowledge of ad-account structures and community standards with proven track record leading hybrid teams across both voice and non-voice channels.
- Professional Standards: Model and coach high ethical standards, objectivity, integrity, impartial application of Policies, cultural competency across diverse markets, and emotional resilience when handling difficult customer interactions, objections, and complaints.
- Language Proficiency: Minimum C1 (CEFR) English; able to communicate effectively with the Client via email, the Client's systems, and meetings.
Important notice:
Aceolution Inc. will never request a monetary deposit for any role or project with the company, and our recruitment and sourcing teams only use @aceolution.com address when emailing candidates. Ignore aceolutions.com which is a spammer email ID doing rounds over the past few months.
