We are looking for an experienced and driven Operations Team Lead to join our Mobility Account team. In this role, you will lead and support a team handling mobile device–related concerns across voice, chat, and email channels. You will play a vital part in driving team performance, ensuring excellent customer experience, and managing day-to-day operations in a fast-paced environment.

If you enjoy leading people, solving problems, and working in a technical or e-commerce support setting, this role is for you.

Key Responsibilities

• Lead, motivate, and manage a team of support agents handling mobile device concerns
• Ensure daily operations meet SLAs, KPIs, and quality standards
• Provide regular coaching, mentoring, and performance feedback to team members
• Handle customer and agent escalations with professionalism and efficiency
• Prepare and analyze team performance reports and identify improvement opportunities
• Work closely with management and stakeholders to implement process improvements
• Ensure compliance with company policies, procedures, and quality guidelines

Qualifications

• Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or related technical courses
• At least 2 years of experience as a Team Leader in a BPO or shared services environment
• Experience supporting e-commerce and/or technical accounts
• Strong background in blended support (voice, chat, and email)
• Excellent leadership, communication, and problem-solving skills
• Willing to work onsite at Pasig Corporate Center and on a shifting schedule