Operations Team Leader – Call Center (Telco)

About the role

We are looking for an Operations Team Leader to oversee a group of Customer Service Representatives in a busy telco call centre located in Quezon City. The role involves ensuring daily targets are met, maintaining service levels, and supporting agents in handling complex customer issues.

Key responsibilities

• Lead and manage a team of CSRs, monitoring individual and team performance.
• Provide coaching, feedback and conduct performance evaluations.
• Handle escalated calls and assist agents with challenging interactions.
• Prepare and analyse performance reports, metrics and implement improvement action plans.
• Design and deliver training sessions, incentive programmes and team‑building activities.
• Coordinate with HR on employee relations, grievances and payroll matters.
• Collaborate with senior leadership to optimise processes and maintain operational efficiency.

Required profile

• Minimum of two years experience as a Team Lead in a telco‑related call centre.
• Strong knowledge of call centre operations and organisational practices.
• Demonstrated supervisory and people‑management abilities.
• Project management experience.
• Excellent oral and written English communication skills.
• Willingness to work fully onsite and adapt to changing schedules.

Required skills