Operations Team Lead

3 weeks ago

Pasig, Philippines E-Solutions Full time

Senior Recruiter @ E-Solutions | Global Talent Acquisition, Talent Sourcing

The role will be responsible for leading, motivating, and supporting a team handling mobile device-related concerns in a blended support environment (voice, chat, and email). You will play a key role in driving performance, ensuring excellent customer experience, and managing day-to-day operations.

Key Responsibilities
  • Lead and manage a team of agents handling mobile device support for an e-commerce/technical account.
  • Monitor daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
  • Provide coaching, mentoring, and performance feedback to team members.
  • Handle escalations and provide resolutions in a timely and professional manner.
  • Prepare and analyze reports on team performance, identifying areas for improvement.
  • Collaborate with management and other stakeholders to implement process improvements.
  • Ensure compliance with company policies, procedures, and quality standards.
Qualifications
  • Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or other related technical courses.
  • At least 2 years of experience as a Team Leader in a BPO or shared services environment.
  • Proven background in e-commerce and/or technical accounts.
  • Strong experience handling blended accounts (voice, chat, and email support).
  • Excellent leadership, communication, and problem-solving skills.
  • Willing to work onsite in Pasig Corporate Center under a shifting schedule.
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