Team Leader, Operations – AU Shift

About the role

The Team Leader, Operations – AU Shift will oversee a team of contact‑center agents in Muntinlupa, ensuring productivity, quality and compliance with company standards. You will act as the bridge between frontline staff and senior management, driving performance improvements and fostering a collaborative environment.

Key responsibilities

• Monitor individual and team productivity and quality, providing regular feedback to management.
• Deliver daily coaching, conduct account reviews, and perform side‑by‑side monitoring.
• Identify improvement opportunities and work with Contact Center management to create action plans.
• Coordinate training for new hires and up‑training for existing staff, ensuring understanding of procedures and performance standards.
• Promote teamwork and cross‑training, and communicate employee suggestions to higher management.
• Implement process‑improvement techniques to increase work efficiencies.
• Perform all duties in line with health and safety procedures and master all area equipment.
• Handle personnel tasks such as exception time reporting, monthly performance reviews, constructive feedback, corrective counselling and training.
• Participate in hiring/selection processes and special projects as required.

Required profile

• Minimum 2 years experience in a supervisory or similar leadership role.
• Strong organizational, communication and decision‑making abilities.
• Proven ability to coach, mentor and develop team members.
• Experience in a contact‑center or call‑center environment is preferred.

Required skills