Customer Service Operations Team Lead Hybrid Work Set up  

Are you ready for your next career adventure? AffinityX, part of the Ayala Group of Companies, is on the lookout for candidates with the skills and experience needed for this role. If you feel like you could be a great fit, we can't wait to meet you!

Your Role:
Throughout the project life cycle, the Team Lead collaborates with the Marketing Consultant Team to facilitate the development and implementation of advertising services. They supervise the production process and serve as a liaison between marketing consultants and managers. Additionally, the Team Lead provides mentoring, monitors SLAs for all accounts, and handles daily administrative tasks including report generation, attendance tracking, and behavioral monitoring.

What you will do:

• Supervise team's daily functions, including attendance tracking, training, and performance evaluations.
• Participate in recruitment activities, attend calibration sessions, and ensure SLAs and metrics are met through coaching and strategic planning.
• Monitor team performance to identify and resolve potential issues promptly, ensuring compliance with industry standards and client requirements.
• Develop and implement department procedures to improve production quality and efficiency, including root cause analysis and corrective actions.
• Foster a high-performance environment, setting clear objectives, conducting regular coaching sessions, and communicating department objectives effectively.

What’s in it for you?

Aside from working with an awesome team that's dedicated in pushing boundaries and being innovative, you'll also get:

• Access to Ayala perks and benefits
• Hybrid work set-up and provided with complete work tools
• Work from home allowance
• Healthcare Insurance (HMO) coverage on day 1
• Access to mental health and wellness program
• Life and Accident Insurance on day 1
• Convertible leave credits
• Free Parking

● Bachelor's degree in related field or equivalent experience, with a minimum of 2 years in a supervisory role within a BPO environment.
● Demonstrated excellence in customer service and support, along with strong written and verbal communication skills, including presentation abilities.
● Flexibility to work in shifting schedules, including graveyard shifts, holidays, and weekends, as required by business needs.
● Experience in providing and receiving coaching and feedback, coupled with proficient planning, organizing, and problem-solving skills.
● Proficiency in various software applications such as email, Microsoft Word, and Excel is essential