Team Manager – Call Center Operations

About the role

The Team Manager will lead a group of technical support agents in an Alabang call‑center environment, ensuring service levels and performance targets are consistently met. You will act as the primary point of contact for both the team and client‑related issues, fostering a high‑performing, customer‑focused culture.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to Site Operations Manager.
• Monitor call quality weekly and achieve scoring targets for the team.
• Coach, mentor and develop agents for skill growth and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance‑management techniques.
• Maintain accurate employee records for direct reports.
• Offer subject‑matter expertise and ensure training needs are met.
• Adjust operations under the Operations Manager’s supervision to meet SLA requirements.
• Resolve escalated customer issues and conduct regular team meetings.

Required profile

• Current management skills with a solid understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.
• Strong oral and written communication, leadership, coaching and interpersonal abilities.
• Analytical, problem‑solving and team‑player mindset.
• Capacity to work independently, under pressure and adapt to changing environments.

Required skills