Team Leader — Smart delivery systems

Salary TBD
G/F Building 3, Matina IT Park, McArthur Highway, Davao, PH

The Team Leader will supervise and coach a dedicated team supporting the program. This role ensures smooth day-to-day operations, drives team performance, and aligns program execution with operational standards and client expectations.

QUALIFICATIONS

  • Proven experience as a Team Leader or Supervisor, preferably handling both voice and non-voice customer support programs
  • Strong knowledge of performance metrics and experience driving team productivity
  • Skilled in coaching, performance improvement plans (PIPs), and conflict resolution
  • Familiarity with operational workflows and process improvement initiatives
  • Basic technical skills to navigate smartphone and computer applications
  • Proficient in MS Office (Excel, PowerPoint) and basic office equipment
  • Excellent written and spoken English communication skills
  • Organized, empathetic, and able to maintain professionalism in handling sensitive performance or disciplinary matters

 

RESPONSIBILITIES

  • Team Management and Coaching
    • Conduct weekly 1:1 coaching sessions to review performance, KPIs, and action plans
    • Lead group meetings to communicate program updates and company announcements
    • Provide real-time floor support and coaching to address immediate concerns
    • Review video footage for coaching purposes and provide actionable feedback
    • Identify team-wide trends and address key performance drivers
    • Implement Performance Improvement Plans for low performers and manage disciplinary actions with HR support
    • Attend leadership, client, and internal program meetings
    • Motivate and engage the team with creative initiatives to drive performance
  • Program-Specific Operations
    • Serve as the main point of contact for daily operational activities
    • Monitor team adherence to protocols, SOPs, and client requirements
    • Manage routing, scheduling, and deployment oversight
    • Track communications via client channels and email to stay updated on changes
    • Document and report operational and coaching activities
    • Recommend adjustments to SOPs to improve efficiency and program delivery
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