About the job Team Manager
Position Title: Team Manager
Work Set Up: On-site
Schedule: 8:00 PM to 5:00 AM PH Time
Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark, Pampanga
Quick Rundown:
We are seeking a highly organized, reliable, and hands-on Team Manager to support and oversee the day-to-day execution of our. This role is vital in ensuring continuity of operations and service delivery. The Team Manager will play a key role in maintaining shift coverage, driving operational compliance, and serving as a bridge between clients, internal teams, and support staff, especially during critical, high-pressure situations.
What Youll Do:
Supervise the Support Team to ensure smooth operation.
Create and manage shift schedules, making real-time adjustments as needed
Join client meetings and training sessions to support onboarding and ongoing needs
Share updates and action plans with the team based on client feedback and meetings
Stay familiar with company processes, client workflows, and escalation procedures
Serve as the primary point of contact for client concerns related to staffing, service delivery, and performance.
Prepare and present weekly or monthly reports on productivity, quality, and client satisfaction.
Handle urgent issues, escalations, and communicate resolutions clearly to all parties.
Take ownership of critical incidents and escalations, ensuring timely communication, resolution, and documentation.
Coordinate with leadership and client contacts during emergencies or staffing shortages.
Pass along critical information during shift handovers to ensure continuity
Monitor team performance metrics, provide constructive feedback, and implement coaching plans to address knowledge, skill, or behavioral gaps.
Conduct regular 1:1 sessions, track improvement, and ensure alignment with client KPIs and service standards.
Look for ways to improve processes and share ideas with leadership. Foster a positive team culture focused on accountability, collaboration, and service excellence.
Drive engagement initiatives to maintain morale and reduce attrition.
Keep logs and reports up to date and accurate
Be flexible with working hours based on business needs
What Were Looking For:
Bachelor's degree in Business Administration, Operations, Management, or a related field (preferred)
Minimum of 2-3 years of experience in a blended operations setup (day and after-hours support preferred)
Strong leadership skills with the ability to manage and guide teams in high-pressure, off-hours settings
Excellent written and verbal communication skills, with the ability to deliver clear, concise updates to internal and external stakeholders. Ability to balance empathy with accountability when managing diverse team personalities in high-pressure environments.
Highly adaptable, dependable, and proactive with strong decision-making and problem-solving abilities
Willingness to work flexible and rotating shifts, including nights, weekends, and holidays, depending on business needs
Familiarity with ticketing systems, Google Workspace, shift management tools, and communication platforms such as Slack or Trello
Strong organizational skills with the ability to multitask, prioritize responsibilities, and meet deadlines
Why Youll Love Joining the CO Fam!
At Clark Outsourcing, were redefining what it means to work in a BPO. This isnt your regular office setup - its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise youll have to experience it yourself to believe it.
Heres whats in store for you:
Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.
Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.
Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.
Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.
Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.
Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!
At CO, its not just about work - it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team!