BPO Team Lead

2 weeks ago

Taguig, Philippines TASQ Staffing Solutions Full time

About the job: Team Lead - CS Anti-Fraud (BGC Taguig) | Onsite
Requirements:

Minimum 4 years of voice BPO experience in Fraud Contact Center, Fraud & Non-Fraud Investigations
Required financial/fraud voice background
Bachelor's degree in any course
A minimum of 3 years in the role of a Team Leader must have handled a team of voice agents
Amenable to working in shifting schedules.
Amenable to work onsite (BGC Taguig)
Able to start ASAP.
General Responsibilities:

Operations Supervision:

Oversee daily team activities to ensure adherence to the company's code of conduct, SOPs, and operational models.
Monitor team attendance, schedule adherence, task completion, and service delivery to drive consistency and accountability.
Serve as the primary communication bridge between management and frontline agents.
Performance Management

Track, analyze, and manage individual and team performance against defined KPIs (AHT, CSAT, FCR, etc.).
Provide regular coaching, performance feedback, and structured reviews to team members.
Identify performance trends and implement action plans to address gaps or underperformance.
People Development & Engagement:

Mentor, motivate, and groom team members by addressing both skill and will gaps.
Facilitate learning through process updates, refreshers, and targeted coaching sessions.
Support career planning and succession development through ongoing talent assessments and upskilling initiatives.
Governance & Client Interaction:

Conduct internal and external governance reviews to share performance updates and improvement plans.
Coordinate with operations managers to align on resources, training needs, and support systems for seamless delivery.
Ensure high levels of service quality and compliance in accordance with contractual obligations.
Process Improvement:

Promote and implement process improvement ideas using Lean/Six Sigma methodology.
Collaborate with quality and training functions to close knowledge gaps and drive operational excellence.
General Knowledge & Skills:

In-depth understanding of the respective LOB (viz., Customer Care, Fraud Contact Center, Fraud & Non-Fraud Investigations, Collections) voice operations.
Proven ability to manage and coach teams in a BPO setup.
Strong communication, decision-making, and analytical skills.
Passion for customer service and team development.
Benefits:

HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
24 Leaves Annually

  • Billing Operations Team Lead

    2 weeks ago

    Taguig, Philippines ATOS Information Technology Inc. Full time

    We are seeking an experienced Billing Operations Team Lead (BPO) to oversee billing operations, ensure accurate and timely processing of invoices and expense reports, maintain financial controls, and lead a team of 10–15 staff. Shift Schedule: Nightshift Work Setup: Onsite Qualifications Bachelor's degree in business administration, accounting, finance, or...

  • BPO Operations Supervisor | BPO Coach | BPO Team Lead

    3 days ago

    Taguig, Philippines iOPEX Tech Full time

    Overview Grab the opportunity, achieve your highest potential. Join us today! We are looking for awesome and talented leaders for our growing awesome team. Requirements Should have at least 1 year of relevant experience as a Team Lead on a BPO set up Must be willing to work onsite a night/shifting schedule at Bonifacio Global City, Taguig Accounts Technical...

  • Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱300,000 - ₱600,000 per year

    About the job: Team Lead (McKinley West Taguig) | Hybrid Work Setup: Amenable to working on-site during training (2-3 months), Hybrid work arrangement after training Location: McKinley West, Taguig Shift: Night Shift Schedule: Weekends Off Nature of Work: Voice Requirements:Any College Degree is required. Must have a minimum of 3 years of experience...

  • Spanish Financial BPO Team Lead

    3 weeks ago

    Taguig, Philippines TASQ Staffing Solutions Full time

    TASQ is hiring a team leader for our Spanish financial account. **Benefits:** - HMO (HMO) coverage for the employee and 2 dependents from day one. - 24 leave days per year. - Quarterly performance bonuses. - Excellent career development opportunities. **Position:** Spanish Team Leader (BGC) **Key Qualifications:** - Willingness to work in shifting schedules....

  • Spanish Financial BPO Team Lead

    3 weeks ago

    Taguig, Philippines TASQ Staffing Solutions Full time

    TASQ is hiring a team leader for our Spanish financial account. **Benefits:** - HMO (HMO) coverage for the employee and 2 dependents from day one. - 24 leave days per year. - Quarterly performance bonuses. - Excellent career development opportunities. **Position:** Spanish Team Leader (BGC) **Key Qualifications:** - Willingness to work in shifting schedules....

  • English BPO Financial Account

    3 weeks ago

    Taguig, Philippines TASQ Staffing Solutions Full time

    About the job English Team Lead - Financial Account (Insurance) | Taguig Benefits: HMO for Employee and 2 Dependents (On Day 1)Quarterly performance bonusOutstanding career development opportunities24 Leaves Annually General Knowledge & Skills: Knowledge of Customer care operationsExperience in managing teamsAble to coach, mentor, motivate and interact with...

  • Quality Team Lead

    1 week ago

    Taguig, National Capital Region, Philippines Tech Mahindra Full time ₱900,000 - ₱1,200,000 per year

    We're Hiring: Quality Team Lead (BPO)Work Where People MatterAt Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the...

  • Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines R1 RCM Full time ₱1,500,000 - ₱2,500,000 per year

    As our Team Lead - Process Quality, you'll lead a team of quality analysts to ensure every customer interaction meets our high standards. You'll monitor calls, analyze performance data, and collaborate with operations to elevate service quality.Your Key ResponsibilitiesMonitor and evaluate customer calls and interactions using QA toolsAnalyze performance...

  • English BPO Financial Account

    3 weeks ago

    Taguig, Philippines TASQ Staffing Solutions Full time

    About the job English Team Lead - Financial Account (Insurance) | Taguig Benefits: HMO for Employee and 2 Dependents (On Day 1) Quarterly performance bonus Outstanding career development opportunities 24 Leaves Annually General Knowledge & Skills: Knowledge of Customer care operations Experience in managing teams Able to coach, mentor, motivate and interact...

  • Prio Authorization Team Leader | Healthcare BPO

    2 weeks ago

    Taguig, Philippines Access Healthcare Services Manila, Inc. Full time

    About the role As the Prio Authorization Team Leader at Access Healthcare Services Manila, Inc., you will be responsible for leading a team of healthcare professionals in providing high-quality, efficient prior authorisation services to our clients. This is a full-time position based in Taguig City, Metro Manila, where you will play a crucial role in...