Call Center Leadership Role

2 days ago

Manila, National Capital Region, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000
Operations Team Lead

The Operations Team Lead is a leadership position responsible for overseeing the daily activities of a team of customer service representatives. The primary goal is to ensure that each team member meets or exceeds their performance goals and metrics on a daily, weekly, and monthly basis.

  • Leads and manages a team of CSR's in the optimal execution of call center operations activities.
  • Ensures that personal and team goals are set and provides coaching, mentoring, and assistance for team members to achieve their targets.
  • Monitors performance throughout shifts, providing assistance, coaching, and mentoring as necessary.
  • Handles escalation calls from CSR's, exercising discernment on complex customer calls.
  • Imparts knowledge and experience to equip team members with skills for complex interactions.
  • Prepares reports on top and bottom performers, cross-checks with overall metrics.
  • Maintains transparency on team/individual performance.
Requirements
  • Bachelor's degree in any field.
  • Completion of all PEP courses, Client-specific Certification, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt.
  • At least one year of call center experience as a Team Captain/Team Leader in Customer Care, Marketing/Sales, or Technical Support.
  • Working knowledge of call center operations and organization.
Key Responsibilities
  • Manages queue and controls abandoned calls using available tools.
  • Ensures service levels are met/exceeded by maximizing CSR headcount.
  • Acts as HR point-person for grievances, in line with policies and labor laws.
Additional Job Description

Manages and oversees activities of CSR team, ensuring performance standards are met.

Language Reference

English

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