Product Operations
Full-time
Bravissimo Resourcing Inc.
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)
Vacancy posted a month ago
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