Team Lead - Contact Center and Operations
On-site · Quezon City, Metro Manila, Philippines
Job Summary
Manages the daily operations of call-center teams; plans, directs, supervises, and evaluates workflow; conducts call pattern forecasting; establishes procedures and scripts; improves processes and productivity based on statistics; ensures reporting accuracy and timely delivery; manages call lists and tracking; resolves systems problems affecting standards; trains and coaches team members; hires and develops staff; collaborates with clients, account management, and other teams to meet contractual requirements; monitors queues, adherence to policies, and quality assurance; provides recommendations to reduce issues and improve products and services; Oversees training and performance management to achieve service level targets.
Required Qualifications
- Bachelor’s degree in a relevant field, or equivalent work experience
- At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment
- Proven ability to manage and develop a team of 15 to 20 employees
- Strong communication skills in English, both written and verbal
- Experience handling performance management, coaching, and team development
- Familiarity with service level targets, productivity metrics, and operational KPIs
- Proficient in Microsoft Office and other standard business tools
- Ability to work in a fast-paced, dynamic environment with shifting priorities
- Willin g to work on a shifting schedule and onsite at Vertis North, Quezon City
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