Senior Team Leader – Call Center Operations

About the role

The Senior Team Leader will oversee a group of Team Leaders handling both voice and non‑voice channels (email, chat) for a sales‑focused account. Based in Mckinley, Taguig City, the role requires strong leadership, analytical, and communication skills to drive performance and meet service level agreements.

Key responsibilities

• Ensure productivity meets or exceeds service and quality standards.
• Manage performance against SLAs, KPIs, and sales conversion targets.
• Plan, coordinate, and administer programs for the account, including shift and attendance management.
• Monitor daily operations, enforce security protocols, and implement process improvements.
• Conduct root‑cause analysis, develop action plans, and coach subordinates to achieve metrics.
• Collaborate with recruitment, training, quality, HR, and workforce teams to enhance employee performance.
• Lead regular performance reviews and facilitate continuous development of team members.

Required profile

• Bachelor’s degree or at least two years of college education.
• Minimum 3 years experience as an Assistant Manager or Senior Team Leader.
• Proven experience managing a team of Team Leaders across voice and non‑voice channels.
• Experience handling sales accounts and demonstrating core values such as integrity, respect, professionalism, innovation, commitment, client‑first, collaboration, and excellence.
• Ability to design career paths, apply leadership frameworks, and drive assertive communication.
• Willingness to work onsite in Taguig City with flexible shift schedules.

Required skills

What we offer

• Opportunity to lead a high‑performing team in a dynamic call‑center environment.
• Career development and leadership training.
• Competitive compensation package.