Senior Team Leader (Customer Service)

TL;DR

Senior Team Leader (Customer Service): Leading multiple contact center teams through Team Leaders to achieve operational, quality, and customer experience targets with an accent on performance management, workforce coordination, and service quality. Focus on developing Team Leaders, resolving complex operational issues, implementing process improvements, and maintaining performance across high-volume customer operations.

Location: Hybrid in Metro Manila and Mandaluyong, Philippines

What you will do

• Oversee the daily operation of multiple Customer Service teams through Team Leaders, ensuring SLA, KPI, workload, and schedule adherence.
• Monitor operational, quality, workforce, and customer experience metrics, identify risks, and coordinate corrective actions.
• Coach and develop Team Leaders through goal setting, one-on-ones, feedback, performance reviews, and succession planning.
• Ensure consistent customer service standards and lead improvements based on complaints, escalations, repeat contacts, and quality results.
• Manage operational changes, process optimization, automation initiatives, and the rollout of new tools, products, and customer channels.
• Collaborate with Workforce Management, Quality Assurance, Training, HR, Recruitment, Product, and Operations on cross-functional initiatives.

Requirements

• 3–5+ years of experience in Customer Service or contact center operations.
• At least 2 years of experience as a Team Leader managing employees.
• Experience leading multiple Team Leaders across several operational teams is required or a significant advantage.
• Hands-on experience with contact center metrics, performance management, improvement plans, and process improvements.
• Strong skills in coaching, mentoring, conflict resolution, root cause analysis, decision-making, and cross-functional communication.
• Confident use of Excel or Google Sheets and operational reporting tools; CRM, case management, telephony, and BI experience is advantageous.

Nice to have

• Experience managing a department of more than 100 employees.
• Experience with CRM, case management, telephony, and BI tools.

Culture & Benefits

• Focus on accountability, collaboration, customer focus, and continuous development.
• Opportunity to build a talent pool and develop high-performing Team Leaders.
• Role includes participation in operational efficiency, automation, and continuous improvement initiatives.
• Work in a cross-functional environment with Customer Service, Workforce Management, Quality, Training, HR, Recruitment, Product, and Operations teams.