Group Leader BPO

3 days ago

Antipolo City, Calabarzon, Philippines Intelegencia Full time ₱420,000 - ₱540,000 per year

In this leadership position, you'll oversee teams supporting multiple client accounts in various industries such as e-commerce, customer care, and tech support. This is a critical role for someone who thrives in fast-paced environments and has a solid background in managing BPO teams.

What You'll Do

  • Ensure consistent delivery of client service level agreements (SLAs).
  • Manage up to 50 team members across different accounts (up to 25).
  • Take over Operations Manager responsibilities when necessary.
  • Support client success through performance monitoring and improvements.
  • Promote and track key metrics such as KPIs and customer satisfaction (CSAT).
  • Lead initiatives for continuous process enhancement and documentation.
  • Act as HR liaison for team engagement activities and disciplinary procedures.
  • Handle day-to-day operations, from coaching sessions to performance reviews.
  • Provide staffing and scheduling coordination in alignment with client needs.
  • Conduct quality checks on voice and non-voice transactions.
  • Take part in recruitment, onboarding, and internal training.
  • Generate daily, weekly, monthly, and quarterly performance reports.
  • Lead regular business reviews and client consultation meetings.
  • Address performance issues and client escalations in a timely manner.
  • Be available for site visits and assignments in Ortigas and Antipolo.

What We're Looking For

Must-Have Qualifications:

  • 5–7 years' experience in the BPO or contact center industry.
  • At least 2 years in a team lead or supervisory role.
  • Strong experience managing both voice and non-voice accounts.
  • Solid understanding of customer service, back office, technical support, chat, and email operations.
  • Strong track record in achieving team goals and service targets.
  • Confident leader with excellent people management and communication skills.
  • Skilled in data analysis, performance coaching, and conflict resolution.
  • Effective time manager with an eye for detail and team development.

Nice to Have:

  • Exposure to client process audits or process improvement initiatives.
  • Previous experience working with global clients or multiple time zones.
  • Familiarity with tools for performance tracking and team metrics.

Job Type: Full-time

Pay: Php35, Php45,000.00 per month

Benefits:

  • Company events
  • Flextime
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Staff meals provided

Work Location: In person

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