Team Lead

• Manage the day-to-day operations of the contact centre to ensure KPIs are met
• Develop, review, and distribute daily, weekly, and monthly performance and service reports
• Make recommendations to the Project Manager to maintain agreed customer service levels
• Establish work procedures and processes supporting company and departmental standards, procedures, and strategic directives
• Ensure team-member performance feedback is accurate, complete, and timely
• Provide coaching and guidance so team members meet KPIs and follow organizational guidelines and policies
• Collaborate with Customer Experience and Training teams to identify issues and drive metrics
• Balance and prioritize operational needs based on seasonality and the needs of customers, team, and client
• Enhance team-member performance through team connection, team briefings, and monthly coaching sessions
• Assist and manage the team in the absence of the Team Leader
• Perform other duties assigned by management within the employment category and support continual improvement of TDCX’s Quality Management System

Contact centre Team Lead managing CX operations and KPIs for TDCX, a global BPO provider

Contact centre Team Lead managing daily operations, performance reporting, coaching, and KPIs. TDCX delivers global BPO, customer experience, sales, and digital marketing solutions.

• Lead, coach, and develop a team of Scheduling Coordinators to achieve operational and service goals.
• Provide ongoing feedback, performance coaching, and support to help team members succeed.
• Monitor productivity, quality, and adherence to scheduling processes.
• Conduct regular one-on-one meetings, team huddles, and performance reviews.
• Foster a positive, collaborative, and accountable team culture.
• Oversee daily scheduling activities to ensure client shifts are filled accurately and on time.
• Support the team in resolving scheduling conflicts, last-minute call-offs, and urgent coverage needs.
• Monitor scheduling queues and staffing levels to maintain continuity of care.
• Ensure scheduling practices comply with company policies and client requirements.
• Identify operational challenges and implement process improvements to enhance efficiency.
• Build and maintain strong working relationships with caregivers, clients, recruiters, and internal departments.
• Serve as an escalation point for complex scheduling concerns and service issues.
• Partner with cross-functional teams to resolve operational challenges and improve communication.
• Promote a client-first approach while balancing the needs of nurses, caregivers, internal stakeholders and the business.

Team Lead overseeing caregiver scheduling at Peak Support

Team Lead – Scheduling Coordination, Healthcare

Team Lead managing Scheduling Coordinators for caregiver scheduling at Peak Support. Fostering a collaborative team culture while ensuring optimal client care and improving operational efficiency.

• Responsible for ensuring the highest quality of service for control tower processes
• Handle incidents (complaints) related to his/her process scope
• Support management in meeting the KPIs and client requirements
• Conduct regular team meetings
• Facilitate performance review calls with stakeholders
• Recommend improvements for efficiency
• Handle 1st level escalations
• Participate in training of new team members
• Perform tasks to support DSV objectives regarding quality, health, safety, and environment.

Team Leader ensuring high quality service in logistics processes

Team Lead – Parcel

Team Leader ensuring high quality service for control tower processes in a logistics company. Responsible for staff development and maintaining performance and process standards.

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
• Accurately collect information required by individual programs and correctly document data in specific project databases.
• Conduct quality monitoring activities and serve as a resource and first point of escalation for team members, providing coaching and support to promote quality, compliance, and operational excellence.
• Completely and accurately identify, document, and escalate Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), Special Situations, and other reportable information in accordance with applicable U.S. FDA requirements, client requirements, company policies, and regulatory reporting timelines.
• Exhibit effective communication, customer service, and telephone support skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs.
• Monitor team performance trends and partner with the Call Center Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Assist with onboarding, training, and mentoring new team members, as assigned.
• Demonstrates proficiency in all responsibilities associated with the Healthcare Communicator role and serves as a resource to team members, as required.
• Monitor team performance trends and partner with the Call Centre Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Demonstrated ability to exercise sound judgment and maintain confidentiality when handling sensitive client, patient, and employee information.
• Adhere to all company policies and Standard Operating Procedures.
• Possess effective organizational skills, including working on multiple projects simultaneously.
• Must safeguard confidential information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security requirements, and applicable regulatory requirements.

Medical Information Specialist leading a remote team for call center operations.

Medical Information Specialist – Team Lead

Medical Information Specialist leading a remote team for Inizio Medical's call center operations. Ensuring quality service and compliance in medical inquiries handling and documentation.

• Assist the Operations Manager with daily team supervision
• Oversee manpower and operations
• Organize vendor services for clients
• Liaise with the client team and stakeholders
• Develop detailed site knowledge and respond to service requests
• Act as the single point of contact (SPOC) between the client and RSM requirements
• Create and manage the OPEX budget, ensure billing accuracy, and attend client meetings

Remote Site Management Team Lead assisting Operations Manager in overseeing operations

Site Management Team Lead

Remote Site Management Team Lead assisting Operations Manager with team supervision and vendor services for clients. Develop site knowledge and manage OPEX budget with client interactions.

• Oversee assigned countries migrated into MNL ISSC Customs team
• Monitor individual performance and guide process design
• Prepare and present performance reports to stakeholders
• Facilitate problem solving and maintain healthy group dynamics

Team Lead overseeing Customs operations in MNL ISSC.

Team Lead – SE

Team Lead overseeing Customs team in MNL ISSC. Driving process optimization and team performance.

• Coordinates warehouse activities within an assigned area to ensure timely and accurate processing of goods while maintaining compliance with SOPs and safety standards
• Leads small group for picking, packing, and dispatch
• Allocates tasks and monitors progress to meet targets
• Ensures proper documentation and WMS updates
• Verifies order accuracy and conducts spot checks
• Reports variances to supervisor and supports 5S
• Trains new staff on procedures and safety
• Supports cycle counts and stock reconciliation
• Coordinates with inventory/transport for load planning
• Assists in continuous-improvement initiatives

Warehouse activities coordinator ensuring timely goods processing at DSV

Warehouse activities coordinator at DSV ensuring timely processing of goods through team management and task allocation. Focusing on compliance with SOPs and safety standards in a global logistics leader.

• Supervise all leasing, collections, maintenance dispatching, and administrative activities.
• Ensure all rental inquiries are answered promptly.
• Monitor lead conversion rates, applications, approvals, move-ins, and occupancy levels.
• Supervise daily posting of rental advertisements on Facebook Marketplace, Craigslist, Zillow, and other rental platforms.
• Review guest cards, applications, collections reports, and vacancy reports.
• Coordinate maintenance requests and follow up until completed.
• Manage and supervise team members and provide daily performance coaching.
• Identify operational problems and recommend solutions to improve occupancy and collections.

Property Management Operations Manager overseeing remote team for property management.

Property Management Team Lead

Property Management Operations Manager leading a remote team in overseeing daily operations for real estate. Ensuring efficient processes across leasing, collections, and maintenance tasks.

Team Lead jobs in Philippines

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Team Lead

Team Lead – Scheduling Coordination, Healthcare

Team Lead – Parcel

Medical Information Specialist – Team Lead

Site Management Team Lead

Team Lead – SE

Team Lead

Property Management Team Lead