
Operation Team Lead
4 days ago
JOB TITLE: Operations Team Lead
Location: Ortigas, Pasig City
Position Type: Full Time
Work Set up: On site
Schedule: Shifting Schedule
Headcount:2
Start Date:ASAP
Salary Package: 40,000-45,000 (fixed)
Job OverviewWe are looking for experienced and driven Operations Team Lead to join our Mobility Account team. The role will be responsible for leading, motivating, and supporting a team handling mobile device-related concerns in a blended support environment (voice, chat, and email). You will play a key role in driving performance, ensuring excellent customer experience, and managing day-to-day operations.
Key Responsibilities- Lead and manage a team of agents handling mobile device support for an e-commerce/technical account.
- Monitor daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
- Provide coaching, mentoring, and performance feedback to team members.
- Handle escalations and provide resolutions in a timely and professional manner.
- Prepare and analyze reports on team performance, identifying areas for improvement.
- Collaborate with management and other stakeholders to implement process improvements.
- Ensure compliance with company policies, procedures, and quality standards.
- Bachelor's degree in Computer Engineering, Computer Science, Information Technology, or other related technical courses.
- At least 2 years of experience as a Team Leader in a BPO or shared services environment.
- Proven background in e-commerce and/or technical accounts.
- Strong experience handling blended accounts (voice, chat, and email support).
- Excellent leadership, communication, and problem-solving skills.
- Willing to work onsite in Pasig Corporate Center under a shifting schedule.
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