Team Manager – Call Center (Alabang)

About the role

The Team Manager will lead a group of technical support agents in Alabang, ensuring that customer calls are handled professionally and service level targets are met. This role involves motivating the team, monitoring performance, and acting as the primary point of escalation for complex 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 growth 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

• Up‑to‑date management skills with an understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.
• At least 1 year of experience in a related field and 1 year as a supervisor.

Required skills