<p>📣 <strong>We’re Hiring: Operations Team Leader</strong></p><p>👋 <strong>Work Where People Matter</strong></p><p>At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.</p><p>💼 <strong>Why You’ll Love It Here</strong></p><ul><li>Growth you can see – promotions and career paths await</li><li>Learning that sticks – trainings to sharpen your skills</li><li>A workplace that cares – inclusive, supportive, and people-first</li><li>Health coverage you can count on</li><li>Rewards when you refer friends to join the team</li><li>Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits</li></ul><p>🛠️ <strong>Your Day-to-Day</strong></p><ul><li>Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.</li><li>Provide excellent customer service and identify client needs.</li><li>Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.</li><li>Participate in proposal development for business opportunities.</li><li>Balance stakeholder priorities and ensure the team understands overall goals and deliverables.</li><li>Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.</li><li>Conduct root cause analyses and build corresponding action plans.</li><li>Coach associates to meet KPIs and performance metrics.</li><li>Manage team attrition and engagement.</li><li>Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.</li><li>Perform any other tasks assigned by leadership.</li><li>Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.</li><li>Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.</li><li>Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.</li><li>Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.</li><li>Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.</li></ul><p>✅ <strong>What We’re Looking For</strong></p><ul><li>Bachelor’s degree preferred.</li><li>Minimum 1–2 years experience in a team lead or supervisory role with handling Customer Service accounts</li><li>Strong analytical, results-oriented, and process-driven mindset.</li><li>Experience supporting new account launches, workflow stabilization, or transition projects.</li><li>Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.</li><li>Ability to document processes accurately and ensure compliance with client expectations.</li><li>Competent in root cause analysis, performance management, and data-driven decision-making.</li><li>Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.</li><li>Strong written and verbal communication skills, especially for client-facing reporting and updates.</li><li>Able to adapt quickly to evolving client requirements, especially during the stabilization period.</li><li>Strong customer success experience</li></ul><p></p>