Senior Team Lead, Quality Assurance

1 week ago

Makati, Philippines One CoreDev IT Inc. (CORE) Full time

The Operations & Projects Senior Supervisor is responsible for managing and optimizing day-to-day operations in a BPO/Managed Services environment. This role involves overseeing team leads and agents, ensuring SLAs and KPIs are consistently met, and driving process and performance improvements. The ideal candidate brings strong leadership, client facing experience, and preferably project management and implementations background to spearhead and launch new programs, clients, processes, or technologies within Operations. Responsibilities Lead, manage, and mentor a team of Team Leaders and front-line agents across multiple processes or accounts. Monitor performance metrics (KPIs/SLAs) and ensure operational targets are achieved or exceeded. Analyze operational data and prepare regular performance reports for clients and internal stakeholders. Identify gaps in process or performance and implement improvement strategies. Collaborate with cross-functional teams (Recruitment, Quality, Training, Workforce, IT etc.) to ensure operational excellence and compliance. Support or lead implementation efforts for new programs, client processes and full program immersion or transitions as required. Conduct regular team meetings, reviews, and one-on-ones to drive engagement and performance. Conduct Operations Trainings and Initiatives for new hires and existing employees. Participate in client calibration calls, business reviews, and governance meetings. Qualifications Bachelor's degree or equivalent work experience in Business, Communications, Operations Management, or related field 5+ years of experience in BPO operations, with at least 3 years in a team leadership or managerial role Strong understanding of contact center metrics, workforce management, and service delivery Experience or exposure to client implementations, process transitions, or project management is preferred Excellent communication, interpersonal, and client facing skills Proficient in MS Office and experience with CRM or ticketing tools (e.g., Salesforce, Zendesk, Genesys) Proficiency with call center telephony systems (Five9, Avaya, RingCentral, CRM platforms) Excellent Communication and Interpersonal Skills Flexibility to work in rotational shifts, including nights and weekends, based on client requirements #J-18808-Ljbffr

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