Team Manager – Call Center (Paranaque)

About the role

The Team Manager will lead a group of technical support agents, ensuring that calls are handled professionally and that service level targets are consistently met. This role involves motivating the team, monitoring performance, and acting as the primary point of contact for client and campaign issues.

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.
• Conduct weekly call monitoring and maintain quality scores.
• Coach, mentor, and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance management techniques.
• Maintain accurate employee records for direct reports.
• Provide subject‑matter expertise and ensure training needs are met.
• Adjust operations under supervision to meet service level agreements.
• Resolve escalated customer issues and hold 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 verbal communication, leadership, coaching, analytical, and problem‑solving abilities.
• Team‑player mindset with the capacity to work independently and under pressure.
• At least 1 year of relevant experience and 1 year as a supervisor.

Required skills

What we offer

• Opportunity to lead a dynamic call‑center team in a fast‑growing environment.
• Professional development and coaching opportunities.
• Collaborative workplace focused on performance excellence.