Team Lead – Contact Center

Allstate Northern Ireland

Team Lead/Supervisor overseeing call center operations for Global Payments. Leading team performance, operational efficiencies, and client collaborations in Quezon City, Philippines.

Posted 6/29/2026full-timeQuezon City • 🇵🇭 PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in overseeing call center operations, managing team performance, and optimizing workflows to meet service level standards. Proficient in coaching and developing team members while ensuring compliance with operational KPIs and client expectations.

Highest-signal resume keywords

Team LeadershipPerformance ManagementCall Center OperationsCoaching and DevelopmentKPI Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center OperationsPerformance ManagementTeam DevelopmentWorkflow OptimizationService Level TargetsProductivity MetricsQuality AssuranceStaff SchedulingPolicy ComplianceCustomer Issue Resolution

Soft Skills

Strong Communication SkillsCollaborationCoachingProblem-SolvingAdaptability

Tools & Technologies

Microsoft OfficeBusiness Tools

Industry Keywords

Contact CenterOperations EnvironmentClient StakeholdersService StandardsEscalated Customer Issues

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