Team Leader | Onsite | Ortigas | Night Shift

Strengthen Performance Across a Growing Contact Center Operation

The Team Leader is a people-focused operations role built for professionals who can develop agents, strengthen service performance, and support a growing telecommunications program. This opportunity connects your leadership capability with long-term career growth at Emapta, where top talent gains premium support, global exposure, and a workplace designed for sustainable success.

Snapshot

Work Setup: Onsite, Ortigas

• HMO coverage with free dependent upon regularization
• Competitive salary package
• Night differential pay to maximize your earnings
• Prime office location in Ortigas with easy access to MRT stations, restaurants, and banks
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• Minimum of 2 years of college education
• Minimum of 3 years of experience as a Team Leader
• Experience in handling a telecommunications program is a plus
• Strong planning and organizing skills
• Strong analytical skills
• Excellent oral and written communication skills
• Basic mathematical and statistical analysis skills
• Strong leadership capability
• Strong problem-solving and decision-making skills
• Proficiency in basic computer applications
• Strong culture fit
• High level of integrity
• Flexibility in a dynamic operations environment

• Evaluate agents' performance and progress through daily and weekly assessments
• Create individual action and developmental plans
• Coach agents on areas for improvement and provide clear feedback
• Monitor employee compliance with program and company policies
• Document, update, and maintain accurate statistical records of trainee performance and progress
• Report accurate documentation of daily headcount, performance, and progress
• Perform administrative tasks such as tracking trainees' daily time records
• Prepare appropriate documentation to ensure corrective action is taken for behavioral or performance-related issues
• Set clear directions for agents through effective communication of goals, objectives, tasks, and assignments
• Conduct regular meetings with agents to discuss updates and program concerns
• Set a good example by strictly adhering to company policies, procedures, and guidelines
• Maintain a clear understanding of company policies, code of ethics, and code of conduct
• Implement company policies firmly and fairly
• Coordinate with QA and WFM for monitoring and shift schedule requirements
• Coordinate with the IT Department for technical issues
• Coordinate with TLs for deployment and team assignment
• Coordinate with Training for graduation, certification of trainees, and scheduled orientations or talks
• Respond to trainee inquiries and concerns
• Complete tasks delegated or assigned by the Operations Manager
• Perform other reasonable duties as required

About the Client

Our client is a privately held nearshore outsourcing and offshoring consulting company headquartered in Santiago, Dominican Republic. Established in 2008, they provide contact center and business process outsourcing services across customer service, sales, technical support, back-office support, and industry-specific solutions for telecommunications, technology, healthcare, financial services, retail, travel, and tourism.

With more than 15 years of experience, over 700 team members, multiple locations, and more than 30 projects, they continue to grow as a strategic partner committed to reliable, flexible, and high-quality outsourced process services. Their culture is grounded in care, integrity, excellence, adaptability, teamwork, and a mission to generate well-being for clients, employees, and communities.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!