[ref. u94721916] Team Leader - Operations | BGC Taguig Site
About the role
We are seeking an experienced Team Leader to join our growing operations team in our Taguig City, Metro Manila office. As the Team Leader - Operations, you will be responsible for leading and motivating a team of Customer Service Agents to deliver exceptional service and achieve key performance targets.This is a full-time, on-site role based in our modern office in Bonifacio Global City (BGC).
What you'll be doing- Oversee the day-to-day operations of your assigned team, ensuring workflow and processes are optimised for efficiency and quality
- Monitor and analyse team and individual performance metrics, identifying areas for improvement and implementing corrective actions
- Coach, train and develop your team members, providing regular feedback and support to help them reach their full potential
- Foster a positive, collaborative team culture and maintain high levels of employee engagement
- Collaborate with other teams and departments to resolve customer issues and escalate concerns as needed
- Provide daily and weekly performance reports to management, highlighting key trends and recommended actions
- 3-5 years of experience in a similar team leader or supervisory role, preferably in a contact centre or customer service environment
- Excellent communication and interpersonal skills, with the ability to effectively motivate and inspire a team
- Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
- Proven track record of achieving or exceeding key performance indicators (KPIs)
- Proficient in using contact centre and workforce management software
- Bachelor's degree in Business, Management, or a related field
What we offer
At iOPEX Technologies Philippines Inc.', we are committed to providing our employees with a rewarding and fulfilling work experience. Some of the key benefits you can expect include:
- Competitive salary and performance-based bonuses
- Comprehensive health insurance coverage for you and your dependents
- Opportunities for career development and advancement
- Generous paid time off, including holidays and sick leave
- A modern, well-equipped office space with access to various amenities
- A supportive and inclusive company culture that values teamwork and work-life balance
About us
iOPEX Technologies Philippines Inc.' is a leading provider of outsourced customer experience solutions. Our mission is to deliver exceptional service and support to our clients, empowering them to focus on their core business activities. With a strong presence in Taguig City, Metro Manila, we pride ourselves on our talented workforce, cutting-edge technology, and commitment to continuous improvement.
If you're excited about this opportunity and believe you have the skills and experience to excel as our Team Leader - Operations, we encourage you to apply now.