Team Manager (Telco)

Location: Taguig, Philippines; must be amenable to working onsite in Tarlac.

Company

hirify.global provides customer service and business process operations.

What you will do

• Manage team performance against customer experience metrics, including resolution and CSAT, through call listening, behavioral coaching, root-cause analysis, and action plans.
• Complete weekly coaching compliance, audits, call scrubbings, and attendance insights using internal tools.
• Identify team-level performance variation, support continuous improvement, and provide ideas to improve the client's products, processes, policies, and business.
• Present team performance to clients as needed.
• Address attendance, attrition, morale, and retention risks through accountability discussions, stay interviews, employee updates, and engagement activities.

Requirements

• At least two years of Team Leader experience managing a team of 10–15 associates.
• First-hand experience in a telco customer service environment.
• Strong customer orientation when managing communications and issues.
• Advanced people management and conflict resolution skills, including mentoring, training, team building, and morale-boosting activities.
• Knowledge of metrics, measurements, thresholds, targets, and process owners.
• Proactive approach to building trust and professional rapport with employees and team members, with the ability to work as a team player.
• Amenable to working onsite in Tarlac.
• Internal candidates must have an FY26 PDP rating of Exceeds (4) Expectations or Outstanding (5), at least 18 months of tenure, and no active DA.

Culture & Benefits

• Supportive environment focused on professional development and career growth.
• Participation in site and program employee engagement activities.
• Confidential handling of candidate information according to EEO guidelines.