Team Leader - Operations || BGC Day shift - Quezon City

We are currently seeking a dynamic and results-oriented Operations Team Leader to lead our talented team of professionals

• Comprehensive day 1 HMO with 10K medical reimbursement
• Additional HMO coverage for your family + dental coverage
• Free annual Flu vaccine
• Continuous career development and certifications
• Travel & training opportunity oversea
• Regular awards and recognitions
• Comprehensive life insurance
• 24 Paid time offs (with Annual leave conversion)
• Annual appraisal based on merits
• Free daily meals (free breakfast on Mondays & free treats on Fridays)
• Regular engaging company events & promotes work life balance
• Accessible office sites -- BGC morning & Alabang night
• Employee referral programs

You will be expected to handle and resolve customer support requests, produce accurate client reports and actively monitor team performance for each campaigns. Your team’s success will result in the company’s success, their individual successes, and ultimately your personal success.

All you must do is:

• On-board and train new Philippines based staff where required
• Work to encourage & drive your team
• Provide feedback both positive and negative to Philippines based staff
• Monitor Philippines based staff quality and service efficiency – ensuring that all designated roles are covered in the event of a late start or sick day
• Build effective relationships between Australia and Philippines
• Ensure continuous and consistent client communication – making sure that clients are up-to-date on the status of their team.
• Manage attendance of the team and work with the employee and/or client to ensure attendance KPIs are met.
• Coach and Review the staff’s performance
• Produce brief weekly or monthly reports about activity within the Philippines team
• Download KPI Report for TGT Awards and submit to TGT Operations Manager
• Ensure that the end-of-shift procedures are completed
• Work with the clients and AU-based managers to maintain consistency of performance
• Liaise between staff and TGT departments to ensure resolution of concerns
• Other operational tasks as assigned.

• Ensures complete documentation to support core functions such as but not limited to:
• Performance Management – Coaching, Review, etc.
• Disciplinary Action – NTEs, Coaching, NDAs
• Timekeeping

• Work with the Service Desk Coordinator to ensure requests are routed to the relevant team
• Assist on Service Desk when Service Desk Coordinator is on breaks or on leave
• Monitor the remote monitoring and management system alerts and notifications, and create service tickets as required
• Provide escalation support for your team where required and identify and escalate service
• Manage Staff requests that require higher technical level support
• Monitor resources in order to be resolved service requests quickly and

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

To be amazing in this role, you’ll need:

• Minimum of 3 years of experience in team management.
• Preferably holds a Bachelor’s/College Degree in IT or any field.
• Proven experience in operations management or a similar leadership role, with a strong track record of driving results.
• Strong leadership and communication skills, with the ability to motivate and inspire a team.
• Excellent problem-solving skills and a strategic mindset.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong organizational and time management skills.
• Proficient in creating clear and concise process documentation.
• Willing to work in BGC (Day Shift)

We believe that our success lies in the passion, dedication, and talent of our team members. If you are ready to contribute your skills and ideas to a vibrant and forward-thinking organization, we encourage you to apply.