Product Operations

The Product Operations Team Lead is responsible for managing and guiding a team of agents handling both voice and non-voice lines of business. The role focuses on driving key performance indicators, ensuring operational excellence, and serving as the primary point of contact for escalations and process improvements.

Job Responsibilities:

• Lead, supervise, and mentor a team of agents across voice and non-voice lines of business.
• Monitor daily performance and ensure team members meet established KPIs and service level targets.
• Conduct regular coaching sessions, performance reviews, and feedback discussions.
• Address and resolve operational and technical escalations in a timely manner.
• Collaborate with stakeholders to identify areas for process improvement and implement solutions.
• Ensure compliance with company policies, quality standards, and client requirements.
• Prepare and present performance reports and updates to management.
• Foster a positive, professional, and results-driven team environment.

Job Qualifications:

• Must be a college graduate of Computer Engineering, Information Technology, or any related technical course.
• With at least two years of experience as a Team Lead.
• Must have experience handling a technical account.
• With experience managing both voice and non-voice lines of business.

Job Location: Pasig (Onsite)