Team Lead

23 hours ago

Mandaluyong City, National Capital Region, Philippines Global Strategic Careers Full time $104,000 - $130,878 per year

The Operations Team Lead is responsible for guiding and supporting a team of customer service or operations agents to achieve daily performance targets and meet client expectations. This role involves monitoring team adherence to processes and quality standards, providing real-time feedback, and fostering a positive and productive work environment. The Team Lead acts as the first point of contact for agent inquiries and minor operational concerns, escalating complex issues as needed.

In addition, the Operations Team Lead collaborates closely with client representatives to ensure effective communication and timely resolution of client concerns. The role includes participating in client meetings, assisting with team scheduling and attendance, and supporting the on boarding and training of new team members.

Through strong leadership and coordination, the Operations Team Lead plays a key role in enhancing service delivery and maintaining high levels of client satisfaction.

Key Responsibilities

  • Lead and support a team of customer service or operations agents in meeting daily performance goals and client expectations.
  • Monitor team adherence to processes and quality standards, providing real-time feedback and encouragement.
  • Serve as the first point of contact for team members' questions or minor operational issues, escalating more complex problems to the Supervisor.
  • Collaborate closely with client representatives by supporting communication and ensuring client concerns are addressed promptly through the team.
  • Assist in maintaining clear and timely communication between the team and the client to enhance service delivery and client satisfaction.
  • Participate in regular client meetings or calls as needed to stay aligned with client goals and provide operational updates.
  • Help coordinate team schedules and attendance to meet client requirements.
  • Support new hire on boarding by assisting with training and clarifying client-specific processes.

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