Senior Call Center Team Leader

1 day ago

Iloilo City, Western Visayas, Philippines beBeeOperations Full time ₱800,000 - ₱1,200,000
Job Summary

The Operations Team Lead is responsible for leading a team of Customer Service Representatives to execute call center operations efficiently.

Key Performance Indicators include meeting or exceeding daily, weekly, and monthly goals and metrics. This role requires strong leadership and management skills, as well as the ability to handle escalations, prepare reports, and collaborate with other team members.

Responsibilities
  • Lead and manage a team to achieve operational excellence.
  • Conduct performance management activities and provide support to CSRs/TSRs during calls.
  • Handle escalations and prepare reports.
  • Collaborate with other team members for initiatives.
  • Act as an operations lead in the absence of Operations Managers, ensuring day-to-day operations run smoothly.
Requirements
  • Bachelor's degree in any field.
  • 1-2 years call center experience as a team leader or 6 months experience within TIP as a Team Leader, specializing in Customer Care and/or Marketing and Sales and/or Technical support operations.
  • Working knowledge of call center operations and organization required.
  • Prior knowledge of client specifics preferred.
  • Proficiency with MS Office applications and call center-specific software/systems.

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