Job Description

About the Role

We are looking for a driven and people-oriented Team Lead to oversee day-to-day operations and lead a team in delivering high-quality service. This role is responsible for ensuring team performance meets KPIs, coaching team members, and maintaining operational efficiency. The ideal candidate has strong experience in a BPO/shared services environment and a passion for developing people.

Key Responsibilities

Operations Management

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  Supervise daily team activities to ensure SLA and KPI targets are met
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  Monitor performance metrics such as AHT, CSAT, FCR, Quality, and Productivity
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  Ensure adherence to schedules, attendance, and operational processes
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  Handle escalations and resolve customer or process-related issues

People Management

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  Coach, mentor, and develop team members through regular feedback and 1:1 sessions
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  Conduct performance reviews and create action plans for improvement
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  Drive employee engagement and maintain a positive team culture
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  Manage attrition and attendance within acceptable targets

Performance & Reporting

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  Track and analyze team performance data and prepare reports
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  Identify performance gaps and implement corrective actions
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  Collaborate with QA and Training teams to improve overall performance

Client & Stakeholder Coordination

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  Support operations managers in client communications and reporting
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  Ensure team alignment with client expectations and business goals
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  Participate in business reviews and calibration sessions

Process Improvement

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  Identify opportunities for process improvements and efficiency
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  Support implementation of new tools, workflows, and best practices
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  Promote continuous improvement within the team

Qualifications

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  Bachelor's degree preferred
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  2–5+ years of experience in BPO, customer service, or shared services
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  At least 1–2 years of experience in a supervisory or Team Lead role
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  Strong understanding of contact center metrics and operations
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  Experience handling voice, non-voice, or back-office accounts

Skills & Competencies

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  Strong leadership and coaching skills
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  Excellent communication and interpersonal abilities
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  Analytical and data-driven mindset
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  Problem-solving and decision-making skills
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  Ability to work in a fast-paced and dynamic environment
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  Strong time management and organizational skills

Key Performance Indicators (KPIs)

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  SLA & KPI adherence
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  Customer Satisfaction (CSAT)
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  Quality Scores
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  Productivity and Efficiency
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  Attendance and Attrition
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  Team Engagement

Benefits

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  HMO coverage (with dependents upon regularization)
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  Life and accident insurance
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  Competitive salary with performance incentives
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  Paid leaves and holiday pay
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  Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
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  Career growth opportunities

Why Join Us

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  Opportunity to lead and develop a high-performing team
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  Exposure to global clients and diverse accounts
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  Structured career growth into Operations Manager roles
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  Supportive and performance-driven work environment