Contact Center Team Lead

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Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
People Leader

All Job Posting Locations:
Taguig, National Capital Region (Manila), Philippines

Job Description:

DePuy Synthes is recruiting for a(n) Team Lead, Contact Center Operations, located in Manila, Philippines.

Job Overview

The Team Lead, Contact Center Operations is responsible for leading a team of Contact Center Agents that serve as the primary intake point for inquiries and standardized transaction execution across Global Business Services (GBS) functions.

Supporting enterprise services such as Human Resources, Finance, Procurement, and other operational teams, the Contact Center provides inquiry intake, case management, routing, and resolution support through ServiceNow and established service management processes.

The capability is defined as the primary intake function for inquiries through ServiceNow and standardized transaction execution.

This role combines frontline people leadership with operational oversight, helping ensure consistent service delivery, strong service level performance, and a positive employee, stakeholder, and vendor experience.

The Team Lead plays a key role in coaching agents, managing workloads, resolving escalations, and driving continuous improvement across the Contact Center operation.

Key Responsibilities


* Lead and coach a team of Contact Center Agents to deliver accurate, timely, and high-quality inquiry management and transaction execution services



* Monitor daily Contact Center operations, including queue performance, workload distribution, service levels, response times, and case resolution activities



* Conduct coaching sessions, performance discussions, and regular development conversations to strengthen employee capability and engagement



* Support escalation management by assisting with complex inquiries, service issues, and cross-functional case coordination



* Ensure compliance with established service management processes, operational procedures, controls, and governance requirements



* Partner with Advisors and Contact Center leadership to improve serv...