Operation Team Lead - Muntinlupa

Salary Package: 40,000-45,000 (fixed)

Job Overview

You will play a key role in driving performance, ensuring excellent customer experience, and managing day-to-day operations.

• Lead and manage a team of agents handling mobile device support for an e-commerce/technical account.
• Monitor daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
• Provide coaching, mentoring, and performance feedback to team members.
• Handle escalations and provide resolutions in a timely and professional manner.
• Prepare and analyze reports on team performance, identifying areas for improvement.
• Collaborate with management and other stakeholders to implement process improvements.
• Ensure compliance with company policies, procedures, and quality standards.

• Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or other related technical courses.
• At least 2 years of experience as a Team Leader in a BPO or shared services environment.
• Proven background in e-commerce and/or technical accounts.
• Strong experience handling blended accounts (voice, chat, and email support).
• Excellent leadership, communication, and problem-solving skills.
• Willing to work onsite in Pasig Corporate Center under a shifting schedule.