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Team Lead – Contact Center
Allstate Northern IrelandTeam Lead/Supervisor overseeing call center operations for Global Payments. Leading team performance, operational efficiencies, and client collaborations in Quezon City, Philippines.
About the role
Key responsibilities & impact- Oversee daily call center operations, ensuring service levels and KPIs are consistently met.
- Analyze call metrics, optimize workflows, and implement improvements to drive efficiency and quality.
- Lead and support the team while collaborating with client stakeholders to resolve issues and maintain service standards.
- Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards.
- Monitors the time and attendance and adherence of policy for team members to include any necessary training.
- Coaches, develops and counsels existing team members to higher performance.
- Hires new team members. Conducts training for customer service processes for team members, clients and merchants.
- Reinforces training through day to day interactions.
- Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation.
- Collaborates with the Account management and/or other teams to ensure contractual requirements are met.
- Educates team members on quality assurance and productivity.
- Monitors work queues, assigns daily work and verifies completion to achieve service level standards.
- Adjusts daily staffing work plans to meet business needs.
- Creates and adjusts staff schedules to effectively manage volumes.
- Recommends changes in work processes to increase productivity and efficiency.
- Audits agent system activity to ensure policy compliance.
- Manages escalated Customer issues that are not resolved at the agent level.
- Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
- Tracks and reports to appropriate teams for further research and action.
Requirements
What you’ll need- Bachelor’s degree in a relevant field, or equivalent work experience
- At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment
- Proven ability to manage and develop a team of 15 to 20 employees
- Strong communication skills in English, both written and verbal
- Experience handling performance management, coaching, and team development
- Familiarity with service level targets, productivity metrics, and operational KPIs
- Proficient in Microsoft Office and other standard business tools
- Ability to work in a fast-paced, dynamic environment with shifting priorities
- Willing to work on a shifting schedule and onsite at Vertis North, Quezon City
- Available to start ASAP
Benefits
Comp & perks- Health insurance
- Paid time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Call Center OperationsPerformance ManagementTeam DevelopmentWorkflow OptimizationService Level TargetsProductivity MetricsQuality AssuranceStaff SchedulingPolicy ComplianceCustomer Issue Resolution
Soft Skills
Strong Communication SkillsCollaborationCoachingProblem-SolvingAdaptability