Team Manager

2 days ago

Makati Metro Manila Philippines Situation Publishing Ltd Full time ₱1,200,000 - ₱3,600,000 per year

Job Responsibilities:

1. Leadership and Team Management:

● Supervise and provide leadership to a team of Team Leaders, guiding their daily
activities and ensuring their teams meet performance targets.
● Foster a positive and motivating work environment to maximise team productivity
and morale.
● Conduct regular team meetings, coaching sessions, and performance evaluations to
drive continuous improvement.

2. Strategy and Planning / Reporting & Analysis:

● Develop and implement telemarketing strategies to achieve lead targets and other
key performance indicators.
● Collaborate with the management team to set departmental goals and objectives.
● Prepare and present regular performance reports, identifying trends, areas for
improvement, and actionable insights to senior management.

3. Performance Monitoring and Reporting:

● Regularly monitor, analyse and evaluate team and individual performance metrics,
through call monitoring, KPI tracking, conversion rates, and lead targets.
● Provide data-driven reports to upper management regarding telemarketing
department performance.

4. Training and Development:

● Identify training needs and provide coaching to Team Leaders and telemarketing
agents.
● Ensure that team members are well-versed in script delivery and telemarketing
techniques.

5. Operational Oversight / Compliance and Quality Assurance:

● Oversee day-to-day call centre operations, ensuring adherence to schedules, quality
standards, and customer service protocols.
● Ensure that telemarketing activities comply with all relevant laws and regulations.
● Implement quality control measures to maintain high standards of communication
and customer service.

6. Innovation and Process Improvement:

● Continuously identify opportunities for process improvement and cost reduction.
● Propose and implement innovative strategies to enhance telemarketing
effectiveness.

7. Problem Resolution: Handle escalated customer issues and provide solutions in a timely
and effective manner.

Qualifications:

1. Experience:
A minimum of 5 years of experience in telemarketing, or a call centre environment.
At least 3 years of leadership or supervisory experience, ideally in a similar role,
within the same company.
2. Skills: Strong leadership, communication, and interpersonal skills. Ability to manage
multiple priorities and handle challenging situations effectively.
3. Knowledge: Extensive understanding of call centre operations, performance
management, and customer service excellence. Experience with advanced call centre
technologies and CRM systems.
4. Demonstrated success in leading large teams and achieving significant performance
improvements.

5. Experience with call centre software and CRM systems.

6. Willing to work On-site (Makati) and US SHIFT.

7. Strong problem-solving abilities and a proactive approach to management.
8. Strong analytical and problem-solving skills with a track record of data-driven

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