Job Description

We are looking for an experienced Team Leader to oversee a high-performing operations team supporting a data privacy and personal information removal service. This role is responsible for managing daily team performance, ensuring strict compliance with security and privacy protocols, handling escalations, and driving operational excellence in a fast-paced, playbook-driven environment.

The ideal candidate has strong BPO leadership experience, thrives under pressure, and is comfortable managing teams handling sensitive personal data within highly controlled environments.

KEY RESPONSIBILITIES:

• Lead and manage a team to meet productivity and accuracy targets
• Monitor all four operational playbooks. This includes ambiguous search results, broker playbook card mismatches, CAPTCHA failures, expired verification emails, phone verification coordination with US Operations, broker rejections, suspicious emails, and PII exposure events.
• Act as the primary escalation point for operational and security-related concerns
• Conduct weekly coaching sessions using QA findings, production metrics, and performance observations
• Participate in QA calibration sessions and align quality standards across the team
• Coordinate shift coverage and ensure seamless operational handoffs
• Prepare and present weekly operational performance reports
• Partner with operations, QA, and engagement teams to maintain team performance and retention
• Ensure strict compliance with privacy, security, and PII handling policies
• Support incident response and escalate security concerns immediately when necessary

Requirements

• 3–5 years of BPO operations experience with at least 2 years in a Team Leader, Supervisor, or Shift Leader role managing teams of at least 8 employees
• Background in handling sensitive personal data in regulated or controlled environments such as healthcare, compliance, financial services, content moderation, or privacy operations
• Strong understanding of process-driven or playbook-based operations
• Excellent written and verbal English communication skills
• Experience analyzing operational metrics and translating insights into coaching and performance improvement plans
• Strong escalation management and decision-making skills under pressure
• Familiarity with ISO 27001, HIPAA-aligned environments, or similar compliance standards is highly preferred
• Comfortable working onsite and supporting US-overlapping/night shift schedules
• Strong leadership, accountability, and stakeholder management skills

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company

(Disclaimer: This post is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.)