Team Lead - Contact Center and Operations

Description

Summary of This Role

Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates workflow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards.

What Part Will You Play?

• Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members.
• Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions.
• Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation. Collaborates with the Account management and/or other teams to ensure contractual requirements are met.
• Educates team members on quality assurance and productivity. Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Creates and adjusts staff schedules to effectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance. Manages escalated Customer issues that are not resolved at the agent level.
• Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.
• Suggests improvement to products and services for future needs.
• Not an exhaustive list; other duties as assigned.
  
  

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor’s degree in a relevant field, or equivalent work experience
• At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment
• Proven ability to manage and develop a team of 15 to 20 employees
• Strong communication skills in English, both written and verbal
• Experience handling performance management, coaching, and team development
• Familiarity with service level targets, productivity metrics, and operational KPIs
• Proficient in Microsoft Office and other standard business tools
• Ability to work in a fast-paced, dynamic environment with shifting priorities
• Willing to work on a shifting schedule and onsite at Vertis North, Quezon City
• Available to start ASAP