URGENTLY HIRING - MUST BE ABLE TO START ASAP!
Location: Cybergate 3, Mandaluyong
Work Arrangement: Full onsite / Graveyard Shift
Salary: PHP 45,000
Job Summary
We are looking for an experienced Team Manager to support and oversee teams handling multiple international accounts and campaigns. The ideal candidate has a strong background in BPO operations, proven team leadership capabilities, and the ability to adapt to varying client requirements, processes, and business needs.
Responsibilities:
- Oversee day-to-day team operations across assigned accounts and campaigns, ensuring adherence to client requirements, service standards, and performance targets.
- Support and guide Team Leaders in managing agent performance, coaching team members, and addressing operational challenges.
- Monitor key performance indicators (KPIs), identify performance gaps, and develop action plans to improve productivity, quality, and customer satisfaction.
- Conduct regular coaching sessions, performance reviews, and team huddles to strengthen employee engagement, accountability, and development.
- Coordinate with Operations, Quality, Training, Workforce Management, Talent Acquisition, and other support teams to resolve operational concerns and meet business objectives.
- Adapt operational strategies and team management approaches to accommodate different account requirements, client expectations, and business priorities.
- Identify process improvement opportunities and recommend solutions to enhance operational efficiency, customer experience, and campaign performance.
- Manage escalations and address agent, team, and operational concerns in a timely and effective manner.
- Track team performance and prepare accurate reports, updates, and recommendations for Operations leadership.
- Promote a culture of continuous improvement, collaboration, accountability, and service excellence across assigned teams.
Qualifications
- At least 2 years of experience as Senior Team Leader, or 4 years of supervisory experience in a BPO environment.
- Proven experience supporting multiple accounts or campaigns, preferably serving international clients.
- Strong understanding of contact center operations, performance management, service delivery, and workforce management practices.
- Demonstrated ability to coach and develop Team Leaders and agents to achieve operational targets.
- Strong leadership, communication, analytical, problem-solving, and decision-making skills.
- Ability to analyze and troubleshoot team-level performance using contact center metrics, including Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Hold Time, First Contact Resolution (FCR), Quality Assurance (QA), Escalation Rate, and Absenteeism.
- Customer-focused mindset with an emphasis on customer satisfaction, retention, and client expectations.
- Ability to manage competing priorities, resolve operational issues, and work effectively in a fast-paced environment.
- Willingness to work on shifting schedules, weekends, and holidays as required.
Preferred Skills
- Experience supporting multiple international accounts, campaigns, or lines of business.
- Experience leading large teams or supporting multiple Team Leaders.
- Strong stakeholder coordination and client communication skills.
- Experience implementing process improvements, performance recovery plans, and operational initiatives.
- Ability to interpret performance data and translate insights into actionable recommendations.
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.