Call Center Operations Team Leader

1 week ago

Pasig, National Capital Region, Philippines Reolink Innovation Inc Full time

Call Center Operations Team Leader

Position Summary

The Team Leader (TL) is responsible for managing a team of call center agents to ensure high-quality customer service, operational efficiency, and the achievement of key business metrics. The TL provides guidance, coaching, and performance feedback to team members, while also offering real-time support and assisting with complex customer interactions.

Key Responsibilities

  • Manage and supervise the daily work of call center agents to ensure service quality, productivity, and overall efficiency.
  • Provide real-time support to agents, including assisting with complex or escalated customer issues to maintain high customer satisfaction.
  • Monitor team KPIs, identify performance gaps, and drive timely actions to ensure targets are consistently achieved.
  • Deliver guidance, coaching, and performance feedback to strengthen agents' skills and support their long-term development.
  • Ensure compliance with company policies, operational procedures, and service standards.

Qualifications

  • Bachelor's degree or above in any major, with a minimum of 3 years' experience managing customer service teams, with proven ability to guide, coach, and support agents.
  • Excellent written and verbal communication skills, with the ability to provide clear guidance and feedback to agents.
  • Ability to work under pressure and adapt to change, maintaining team performance and service quality.
  • Strong leadership, team management, and problem-solving skills, with a customer-focused mindset.
  • Required to work onsite for all shifts, including day/night schedules and potentially weekends

Job Types: Full-time, Permanent

Pay: Php26, Php46,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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