Operations Lead

5 days ago

Ayala Alabang, National Capital Region, Philippines KAMI Workforce Full time
Who are we seeking?

A hands-on Operations Lead who loves the floor, lives in the metrics, and lifts people up. You're the kind of leader who can coach a diverse BPO team across sales/service/back office, keep SLAs green, and turn data into action—without losing the human touch. If you thrive in fast-paced ops and enjoy building high-performing, motivated teams, this role is for you

About us

We're hiring on behalf of a leading, AI-powered automotive retail solutions provider. Our client helps dealerships boost customer engagement and sales through data, automation, and intelligent workflows. You'll be based on-site in Alabang, Muntinlupa, leading a frontline team that powers day-to-day success.

What will you do?
  • Lead daily performance: Own team KPIs (productivity, quality, adherence, efficiency); monitor live dashboards and intervene fast to protect SLAs.
  • Coach for impact: Deliver 1:1s, side-by-sides, QA calibrations, and action plans that actually move the numbers.
  • Run tight operations: Manage schedules, breaks, queues, and headcount coverage; enforce process and compliance.
  • Solve problems early: Unblock escalations, remove bottlenecks, and flag risks with clear next steps.
  • Report & improve: Publish daily/weekly/monthly performance reports; drive root-cause analyses and continuous improvement.
  • Partner cross-functionally: Work with QA, Training, WFM, and HR to keep performance, people, and process aligned.
  • Build culture: Recognize wins, keep morale high, and foster open communication and accountability.
Hard skills
  • Proven BPO team leadership (floor management, live ops, SLA protection)
  • KPI & QA management: calibration, audit reads, action planning
  • Scheduling & WFM fundamentals: adherence, shrinkage, coverage
  • CRM/Systems: comfort with CRM, Quality Management, Workforce Management, ticketing, and reporting tools
  • Reporting & analysis: Excel/Google Sheets, dashboard reads, RCA documentation
  • Process discipline: SOPs, compliance, and case documentation
Soft skills
  • High-clarity communication and feedback delivery
  • Coaching mindset with empathy and accountability
  • Decisive under pressure; strong prioritization and follow-through
  • Conflict resolution and stakeholder management
  • Continuous improvement orientation; data-driven and curious
  • Adaptive and able to lead in a fast-paced & dynamic environment
Education
  • Bachelor's degree in Business/Management or related field preferred (equivalent leadership experience considered)\
Experience
  • 2–3+ years as a Team Leader/Supervisor in a BPO/call center setting
  • Advantage: exposure to automotive retail accounts (sales/service/back office)
Language
  • Fluency in English (both spoken and written)
What's in store for you?
  • Paid leaves and allowances
  • Opportunities for career advancement and skills training
  • Competitive base salary with performance incentives
  • Ongoing training, coaching resources, and career growth pathways
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