Operations Team Lead

4 days ago

Makati, Philippines Relay Human Cloud Full time
Overview

We are looking for an experienced Team Lead to manage and support an offshore operations team serving U.S.-based stakeholders. This role is ideal for someone with a solid background in BPO team leadership, who excels at managing performance, coordinating with global teams, and driving operational improvements. You will play a key role in ensuring high-quality deliverables, fostering a positive team culture, and supporting the implementation of new systems and processes.

Responsibilities
  • Lead, mentor, and manage a high-performing team to meet service level expectations
  • Monitor team performance and ensure timely, accurate delivery of tasks
  • Conduct daily check-ins with the team to review priorities, progress, and address blockers
  • Manage workload distribution, schedule adherence, and shift coverage
  • Conduct regular coaching, feedback sessions, and performance reviews
  • Identify inefficiencies in current workflows and recommend process enhancements
  • Help document standard operating procedures and support rollout of updated processes
  • Participate in implementation of new tools or platforms by providing team insights and supporting change management
  • Act as the main point of contact for U.S.-based teams and internal stakeholders
  • Ensure smooth communication across time zones and departments
  • Provide regular status updates, flag issues, and propose solutions proactively
  • Ensure new team members are onboarded and trained effectively
  • Support the creation and delivery of refresher or upskilling sessions
  • Monitor adherence to internal policies, client expectations, and quality standards
Required Skills & Qualifications
  • Minimum of 5 years of team leadership experience in a BPO or shared services environment
  • Strong people management and coaching skills
  • Excellent verbal and written communication abilities
  • Proactive mindset with strong problem-solving and organizational skills
  • Proficiency in Microsoft Excel and other productivity tools
  • Willingness to work onsite during night shift hours (anytime between 9:00 PM/11:00 PM to 6:00 AM/8:00 AM ) to align with U.S. teams
Preferred but Not Required
  • Experience working with U.S.-based clients or cross-border teams
  • Exposure to process documentation and SOP development
Benefits / Why Join Us

Collaborative and inclusive work environment

Career development and growth opportunities

Work with international teams and gain global exposure

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Quality Assurance, Strategy/Planning, and Administrative
  • Industries: Business Consulting and Services
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