Operations Team Lead

1 week ago

Cebu City, Central Visayas, Philippines OfficePartners, 360 Inc. Full time $104,000 - $130,878 per year

Overview:

The Team Leader oversees the daily operations of the team, ensuring targets are met in line with client and company expectations.

The role involves coaching, monitoring, motivating, and developing team members to achieve optimal performance and deliver excellent customer service.

Qualifications:

  • At least 2–3 years of BPO experience, with 1–2 years in a leadership/supervisory role.
  • Strong leadership and people management abilities.
  • Excellent communication (verbal & written) and interpersonal skills.
  • Analytical and problem-solving capabilities.
  • Proficiency in MS Office/Google Workspace and familiarity with CRM tools or BPO systems.
  • Ability to work under pressure and manage multiple priorities.

Key Responsibilities:

1. People Management

  • Supervise, mentor, and support a team of agents to meet individual and team KPIs (Key Performance Indicators).
  • Conduct regular coaching sessions, one-on-ones, and team huddles to provide feedback and motivation.
  • Manage team schedules, attendance, and adherence to company policies.
  • Handle team escalations and resolve conflicts effectively.

2. Performance & Quality

  • Monitor team performance metrics such as QA (Quality Assurance) scores and productivity.
  • Ensure compliance with client requirements, SLAs (Service Level Agreements), and company standards.
  • Identify training needs and coordinate with trainers/QA for skill development.
  • Implement performance improvement plans when necessary.

3. Operational Management

  • Track daily, weekly, and monthly team performance and prepare reports for management and clients.
  • Manage workforce planning, shift rosters, and task assignments.
  • Ensure smooth workflow and minimize downtime or productivity gaps.
  • Collaborate with other leaders and support functions (QA, Training, WFM, HR, IT).
  • Client & Stakeholder Communication
  • Act as the point of contact for client escalations or concerns.
  • Communicate updates, process changes, and business requirements to the team.
  • Represent the team in leadership meetings and provide insights on challenges and solutions.

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