Operations Team Lead

2 days ago

Manila, National Capital Region, Philippines Platinum Outsourcing Full time $30,000 - $60,000 per year


Platinum Outsourcing is an award winning, Australian owned and managed co sourcing BPO operating out of both the Philippines and Indonesia. We are a fast growing scale-up, opening our first offices in the Philippines only 4.5 years ago (and growing to 200+ employees in that time).

We have plans to expand to 500+ employees over the next 3 years.

We are seeking an experienced and dedicated Operations Team Lead to lead and manage an existing team of 17 full-time team members.

The successful candidate will be responsible for the day-to-day leadership and operational management of a multi-disciplinary team covering finance, DevOps, IT support, and customer service.

This is a hands-on leadership role that requires a strong focus on team performance, client satisfaction, and continuous improvement.

Our client is a leading, and very well known Australian and New Zealand electronics retail company, headquartered in Sydney.

Please review the following criteria carefully before applying.

What You'll Do:

  • Provide daily leadership, coaching, and support to a team of 17 team members, fostering a positive and high-performance work environment. Noting that the team size will increase over time
  • Monitor and manage team performance against key performance indicators (KPIs) and service level agreements (SLAs), implementing strategies for improvement where necessary
  • Serve as the primary point of contact for the Jaycar Electronics program, ensuring clear and consistent communication and building a strong client relationship
  • Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to support the professional development of each team member
  • Generate and present regular performance reports to both Platinum Outsourcing management and the client.
  • Ensure all team members adhere to company policies, procedures, and quality standards
  • Identify opportunities for process improvement and efficiency gains within the team and the program
  • Handle escalations and resolve any issues in a timely and professional manner

What We're Seeking:

  • A minimum of 5 years of experience in a leadership role within a BPO environment is essential
  • Proven experience leading and managing teams of 15 or more full-time employees.
  • Demonstrated experience in managing a smaller or specialized client program or line of business.
  • Strong understanding of BPO operations, including performance metrics, quality assurance, and client management.
  • Excellent communication, leadership, and interpersonal skills.
  • Ability to work in a fast-paced, client-focused environment.
  • Experience overseeing teams with diverse functions (e.g., finance, IT, customer service) is highly desirable.
  • Proficient in MS Office and familiar with common BPO software and tools.
  • Undergraduate Degree

What we offer:

  • Above market remuneration
  • HMO Primary and Dependent, Day 1
  • Performance incentives
  • Team building events and activities
  • Brand new IT equipment
  • 15 days VL
  • 5 days sick leave
  • 13 month and all other government mandated benefits

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