HUSTLE IN ALABANG, LUNCH IS ON US!

Free lunch every day, plus extra treats to help you grow, earn, and save more!

Health & Wellbeing: Additional HMO (with dependent & pre-existing coverage), dental support, life insurance
Rewards & Recognition: 24 PTOs (with conversion), annual appraisals, awards, referral programs, company events
Growth & Perks: Free daily meals & treats, career development, certifications, employee savings program, vibrant office culture
Vibrant City Location: Work in Alabang, Muntinlupa (Night Shift!)

Bachelor's degree in Business Administration, Management, Human Resources, Information Technology, or a related field. Equivalent work experience may be considered.
Min of 3–5 years of experience in a Team Leader, Operations Team Leader, Service Desk Team Leader, Customer Support Team Leader, or similar leadership role.
Experience leading offshore or remote teams supporting Australian, New Zealand, UK, or North American clients is highly preferred.
Experience managing client relationships and serving as the primary operational escalation point.
Proven experience coaching, mentoring, and developing team members to achieve performance goals.
Background in BPO, Managed Services (MSP), IT Services, Professional Services, or customer service operations is an advantage.
Experience managing workforce attendance, performance reviews, quality monitoring, and employee engagement initiatives.
Demonstrated success in achieving operational KPIs, SLA compliance, productivity targets, and customer satisfaction objectives.
Willing to work fully onsite Alabang, Nightshift

Demonstrated leadership, coaching, and people management skills.
Strong interpersonal and communication skills, with the ability to build effective relationships with clients, Australian stakeholders, and internal teams.
Excellent organizational, problem-solving, and decision-making abilities.
Strong customer service orientation with a focus on delivering high-quality outcomes and meeting Service Level Agreements (SLAs).
Ability to manage multiple priorities, work under pressure, and adapt to changing business requirements.
High level of professionalism, accountability, and integrity.

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.

Administration & Documentation (20%)

Ensures complete documentation to support core functions such as but not limited to : Performance Management – Coaching, Review, etc., Disciplinary Action – NTEs, Coaching, NDAs, Timekeeping
Support ad hoc projects and additional administrative duties as required.

As a Great Place to Work® certified company with top ratings given by our teams, we make sure our people enjoy more than just a job.

Operations Team Leader (Night Shift)