Senior Team Leader / Operations Supervisor (24K Signing Bonus)

About the role

We are looking for a Senior Team Leader / Operations Supervisor to lead a team of Team Leaders in a multi‑channel contact centre environment. The role is based in McKinley, Taguig City and offers a signing bonus of 24,000.

Key responsibilities

• Ensure productivity meets or exceeds service and quality standards while achieving SLAs, KPIs and sales conversion targets.
• Plan, coordinate and administer programmes for the account, monitor daily operations and manage attendance, attrition and shift schedules.
• Develop and implement processes, practices and operational improvements in line with client requirements and security standards.
• Conduct root‑cause analysis, coach sub‑ordinates, provide intensive feedback and drive performance through regular performance‑management meetings.
• Collaborate with recruitment, training, quality, HR and workforce teams to enhance employee profiling and overall performance.

Required profile

• Bachelor’s degree in any discipline or at least two years of college education.
• Minimum three years of experience as an Assistant Manager or Senior Team Leader in a contact‑centre setting.
• Proven experience managing Voice, Email and Chat channels and handling sales accounts.
• Demonstrated ability to lead a group of Team Leaders and to design clear career paths.
• Strong analytical, problem‑solving and metric‑management capabilities.
• Willingness to work onsite in Taguig City and to adapt to shifting schedules.

Required skills

What we offer

• Competitive signing bonus of 24,000.
• Opportunity to lead a multi‑channel operation and influence leadership practices.
• Professional development within a dynamic call‑centre environment.