Operations Team Lead

3 weeks ago

Makati City, National Capital Region, 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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