Group Leader

7 days ago

Antipolo City, Calabarzon, Philippines Intelegencia Full time

This role plays a vital part in managing multiple teams across various lines of business, including e-commerce, customer service, and technical support. The ideal candidate is a proven leader with a strong foundation in client relationship management, operations leadership, and performance coaching.

Key Responsibilities

  • Drive and maintain client SLAs across all teams.
  • Lead multiple teams with a combined headcount of up to 50 across various accounts.
  • Step in as a backup to the Operations Manager when needed.
  • Collaborate with leadership to improve processes and operational efficiency.
  • Champion employee engagement and CSAT initiatives.
  • Oversee both voice and non-voice customer support operations.
  • Establish and monitor KPIs and client-related processes.
  • Conduct regular performance reports and meetings with internal teams and clients.
  • Lead training, coaching, and performance management, including performance reviews and improvement plans.
  • Handle staffing schedules and assist in recruitment and onboarding.
  • Ensure alignment with the Employee Handbook and company policies.
  • Coordinate with HR and act as a point-of-contact for employee concerns.
  • Address client escalations swiftly and efficiently.
  • Visit or be assigned to Ortigas and Antipolo sites as required.

Qualifications

Required:

  • 5–7 years of experience in the BPO/contact center industry.
  • Minimum 2 years in a team lead or supervisory role.
  • Solid experience handling both voice and non-voice support.
  • Strong background in client relationship management.
  • Experience across back-office, customer service, email, chat, and technical support functions.
  • Proven ability to achieve operational goals and maintain performance metrics.
  • Excellent communication, leadership, and interpersonal skills.
  • Strong problem-solving and organizational skills.
  • Ability to mentor, train, and develop teams for succession.

Good to Have:

  • Process improvement and Lean/6 Sigma exposure.
  • Experience working with international clients.
  • Familiarity with e-commerce and tech support business models.

Job Type: Full-time

Pay: Php45, Php50,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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