Team Lead

5 days ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time
Operations Supervisor Travel/Airline (Taguig) | Onsite

Location: McKinley West, Taguig
Work Setup: Onsite
Shift Schedule: Night Shift
Start Date: ASAP

Role Overview:

We are seeking an experienced Operations Supervisor to lead a team of customer service agents in a dynamic travel and airline contact center environment. The ideal candidate will have a passion for people management, strong operational insight, and a commitment to delivering exceptional customer experiences.

Key Responsibilities:

  • Team Leadership: Effectively manage and lead a team of customer service agents to meet and exceed performance targets, ensuring high service quality and operational efficiency.

  • Coaching & Development: Provide regular feedback, mentoring, and training to support professional growth and skill enhancement.

  • Performance Monitoring: Track and analyze team and individual performance metrics; implement strategies to drive continuous improvement.

  • Team Engagement: Cultivate a positive, collaborative, and accountable team environment.

  • Subject Matter Expertise: Serve as a point of escalation and provide expert guidance on complex customer issues and inquiries.

  • Cross-functional Collaboration: Work closely with internal teams and stakeholders to ensure seamless operations and an exceptional customer experience.

  • Operational Oversight:

    • Supervise daily operations including scheduling, workload distribution, and performance monitoring.

    • Ensure compliance with company policies, safety standards, and legal requirements.

    • Identify workflow bottlenecks and recommend improvements to optimize productivity.

    • Monitor KPIs and report progress and performance updates to management.

    • Oversee resource allocation and support budget management activities.

Qualifications:
  • Minimum of 1-2 years experience in a supervisory or team lead role within a contact center or customer service environment (preferably in the travel or airline industry).

  • Strong leadership, communication, and problem-solving skills.

  • Ability to coach and motivate team members in a fast-paced environment.

  • Proficient in analyzing data and performance metrics to inform decisions.

  • Willingness to work onsite on a night shift schedule.

  • Immediate availability is highly preferred.

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