Call Center Operations Team Lead

3 days ago

Marikina, Philippines DOXA Talent Full time

Join to apply for the Call Center Operations Team Lead role at DOXA Talent . Role Summary Our client is looking for a Call Center Operations Team Lead 2 who will be responsible for overseeing the responsibilities and deliverables of team members, as well as engaging with the clients on their business needs. Work Schedule : 9AM - 6PM EST / 10PM - 7AM PH Time, following Philippine holidays. Position Type : Full Time. Work Arrangement : Remote. Essential Functions Process client orders on time and in compliance with client contract requirements. Conduct daily team stand‑up meetings to keep teammates focused on objectives and outcomes. Understand, document, and resolve any escalations or issues for teammates. Monitor and maintain productivity across all teammates. Provide regular performance and metric feedback to each teammate based on established targets relative to the team's average. Hold teammates accountable for their performance. Manage low performers up or out over agreed upon time frame. Set guidelines for listening to calls and assessing customer service quality. Conduct training sessions and provide constructive feedback. Ensure adherence to schedules. Conduct daily performance reporting (both total and teammate). Maintain Excel spreadsheets covering performance metrics (calls, talks, active dashing, to‑start driving, converted, talk time, answer rate, conv‑calls, and conv‑answered calls). Analyze additional diagnostic metrics, such as metrics per hour of day and day of week, time zone analysis, etc. Create an inspiring team environment with an open communication culture. Oversee day‑to‑day operation. Encourage creativity and risk‑taking. Suggest and organize team‑building activities. Qualifications Bachelor’s degree holder. Seasoned leader with at least 2 years of people management experience. In‑depth knowledge of performance metrics. In‑depth knowledge of project management principles. Process improvement training is preferred (e.g., Six Sigma, Lean, etc.). Strong organization, oral and written communication skills. Aptitude in data management, analytics, and reporting preparation. Uncompromising professional standards and integrity. Seniority Level Mid‑Senior level Employment Type Contract Job Function and Industries Management and Manufacturing Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at DOXA Talent by 2x. #J-18808-Ljbffr

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