Operations TL
TapTalent.ai
Date: 3 weeks ago
City: Mandaluyong City
Contract type: Full time
We're Hiring: Operations Team Leader!
Location: Mandaluyong, Philippines
Work Mode: Work From Office
Role: Operations TL
What You'll Do
Location: Mandaluyong, Philippines
Work Mode: Work From Office
Role: Operations TL
What You'll Do
- 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 onboarding by assisting with training and clarifying client-specific processes.
- Bachelor’s degree or relevant work experience in a BPO or customer service environment.
- Previous experience as a Team Lead, senior agent, or coaching role preferred.
- Strong communication and interpersonal skills with an emphasis on client collaboration and service.
- Ability to motivate and guide team members while effectively liaising with client representatives.
- Basic problem-solving skills and ability to escalate issues appropriately.
- Experience working with US-based clients or in client-facing roles is a plus.
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