Contact Center Team Leader

2 days ago

San Fernando, Central Luzon, Philippines beBeeLeadership Full time ₱2,000,000 - ₱2,500,000

Contact Center Leadership Role

Job Overview

This leadership position oversees the daily operations of a BPO contact center. The ideal candidate will ensure service excellence, operational efficiency, and client satisfaction across multiple campaigns.

Key Responsibilities:
  • Manage overall contact center operations, including staffing, performance, and service delivery.
  • Lead and mentor team leaders, supervisors, and support staff to achieve key performance indicators (KPIs) and service level agreements (SLAs).
  • Collaborate with clients to understand business needs and ensure alignment with service goals.
  • Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
  • Drive continuous improvement initiatives across training, quality, and workforce management.
  • Ensure compliance with regulatory standards.
  • Prepare and present performance reports to senior leadership and clients.
Qualifications:
  • Bachelor's degree in Business, Operations, or a related field is preferred.
  • At least 3 years of experience in a contact center leadership role, preferably in a BPO environment.
  • Proven ability to manage large teams and complex operations.
  • Strong understanding of contact center metrics, tools, and technologies.
  • Excellent leadership, communication, and problem-solving skills.
  • International client experience is a plus.
Benefits:

As a contact center leader, you will have opportunities for professional growth and development. You will work with a diverse team to drive results and improve processes.

Others:

We value our employees' well-being and offer a supportive work environment. If you are a motivated and results-driven individual, we encourage you to apply for this exciting opportunity.

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