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Operations Team Lead

2 weeks ago

Ortigas Metro Manila, Philippines ESOL IT SERVICES INC. Full time
Job Overview

We are looking for an experienced and driven Operations Team Lead to join our Mobility Account team. In this role, you will lead and support a team handling mobile device–related concerns across voice, chat, and email channels. You will play a vital part in driving team performance, ensuring excellent customer experience, and managing day-to-day operations in a fast-paced environment.

If you enjoy leading people, solving problems, and working in a technical or e-commerce support setting, this role is for you.


Key Responsibilities
  • Lead, motivate, and manage a team of support agents handling mobile device concerns
  • Ensure daily operations meet SLAs, KPIs, and quality standards
  • Provide regular coaching, mentoring, and performance feedback to team members
  • Handle customer and agent escalations with professionalism and efficiency
  • Prepare and analyze team performance reports and identify improvement opportunities
  • Work closely with management and stakeholders to implement process improvements
  • Ensure compliance with company policies, procedures, and quality guidelines

Qualifications
  • Bachelor's degree in Computer Engineering, Computer Science, Information Technology, or related technical courses
  • At least 2 years of experience as a Team Leader in a BPO or shared services environment
  • Experience supporting e-commerce and/or technical accounts
  • Strong background in blended support (voice, chat, and email)
  • Excellent leadership, communication, and problem-solving skills
  • Willing to work onsite at Pasig Corporate Center and on a shifting schedule

Why Join Us?
  • Lead a dynamic team in a growing mobility and technology account
  • Opportunity to develop leadership and operational skills
  • Collaborative and supportive work environment
  • Competitive compensation and career growth opportunities