BPO Operations Team Lead

4 weeks ago

Cebu City, Central Visayas, Philippines micro1 Full time

Job Title: BPO Operations Team Lead - Retail (100% Onsite) | Cebu City

Job Type: Full-time

Location: 100% On-site in Cebu City

Job Summary:

Join our team as a BPO Operations Team Lead for our dynamic retail voice account in Cebu City. As a hands-on leader, you will drive results by effectively managing a high-performing team, ensuring exceptional customer interactions, and fostering a positive work environment. This 100% onsite role is ideal for an energetic professional with proven leadership in fast-paced BPO environments, eager to make a tangible impact.

Key Responsibilities:

  • Provide direct oversight and leadership to our team, monitoring individual and collective performance to meet and exceed client expectations.
  • Facilitate clear, timely, and effective written and verbal communication within the team and across stakeholders, ensuring alignment and transparency.
  • Delegating tasks according to team members' strengths and optimizing workflows for efficiency.
  • Coach, mentor, and develop team members through regular feedback, training, and performance evaluations to support career growth.
  • Address and resolve escalations and team conflicts swiftly to maintain a collaborative and productive work environment.
  • Coordinate activities and resource allocation to meet service-level agreements and KPIs for our 24x7 retail voice support operation.
  • Implement process improvements and best practices, driving continuous operational excellence.

Required Skills and Qualifications:

  • Minimum of 2 years of experience as a Team Lead in a BPO environment (preferably with retail domain exposure).
  • Excellent written and verbal communication abilities, with a strong commitment to clear team and client interaction.
  • Demonstrated skills in team supervision, performance management, and escalation handling.
  • Proven expertise in staff management, performance coaching, and conflict resolution
  • Demonstrated ability to resolve escalations swiftly and maintain high customer satisfaction
  • Exceptional verbal and written communication skills, with a keen attention to detail
  • Completed at least 2 years in college without back subjects
  • College TOR or Diploma must also be available onhand
  • Amenable to be on a shifting schedule
  • Can start on or before August 15, 2025

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