Senior Team Leader – Call Center Operations

About the role

The Senior Team Leader will oversee a multi‑channel call centre team, ensuring service quality, productivity and sales conversion meet or exceed client expectations. This position is based in McKinley, Taguig City and requires hands‑on leadership, coaching and operational excellence.

Key responsibilities

• Drive performance to meet SLAs, KPIs and sales targets across voice, email and chat channels.
• Supervise a group of Team Leaders, assign tasks, monitor work and maintain schedules.
• Develop and implement operational processes that align with client requirements and security standards.
• Manage attendance, attrition, shift planning and metric reporting at site and cluster levels.
• Conduct root‑cause analysis, create action plans and lead continuous‑improvement initiatives.
• Collaborate with Recruitment, Training, Quality, HR and Workforce teams to enhance employee performance.
• Provide regular coaching, feedback and performance‑management sessions for sub‑ordinates.

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 in a call‑centre environment.
• Proven experience managing teams handling voice, email and chat (non‑voice) interactions.
• Experience with sales account management and achieving conversion targets.
• Strong adherence to core values: integrity, respect, professionalism, innovation, commitment, client‑first, collaboration and excellence.
• Excellent communication, analytical, problem‑solving and assertiveness skills.
• Demonstrated ability in shift management, metric management and presentation/facilitation.

Required skills

• Voice, email and chat channel handling.
• KPI and metric tracking.
• Shift scheduling and attendance management.
• Root‑cause analysis and process improvement.