Team Manager – Call Center (Alabang)

About the role

The Team Manager is responsible for managing, motivating and coordinating the activities of the account to achieve defined objectives and service levels, while ensuring calls are handled professionally.

Key responsibilities

• Provide direction and guidance to consistently achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Ensure timely communication of client and campaign issues to Site Operations Manager.
• Achieve weekly call‑monitoring targets and maintain quality scores for technical support agents.
• Coach, mentor and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior or attendance issues using prescribed management techniques.
• Maintain accurate employee records for direct reports.
• Provide subject‑matter expertise and ensure training needs are met.
• Modify operations as needed to meet service‑level agreements under supervision.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Up‑to‑date management skills and understanding of employee motivation.
• At least 1 year of experience in a related field and 1 year as a supervisor.