BPO Operations Team Leader/Supervisor

2 weeks ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱500,000 - ₱1,000,000 per year

1. Assistant Manager - Ops Travel (Corporate Travel)


Location:
Bridgetowne


Work Setup:
Onsite | Shifting Schedule

Qualifications:

  • CRYPTIC/NATIVE GDS experience is
    required
  • Must have
    recent or current experience
    in a
    Corporate Travel account
  • Experience in
    team management
    and acts as
    ticketing SME
    to assist or intervene as needed
  • Handled a team of
    L2 – Complex itinerary trained resources
  • 2–3 years of experience managing a Corporate Travel team
  • Strong leadership with ability to achieve KPI/SLA targets
  • Fluent in English (verbal and written)
  • Confident in leading conference calls and team meetings
  • Proficient in Excel (dashboards, reporting, presentations)
  • Excellent analytical and conflict management skills
  • Experience with companies such as
    Amex, Cognizant, Teleperformance, IGT, CWT, Hopper, or Dnata
    is a plus

2. Assistant Manager - Ops Travel (Travel Sales)


Location:
Eastwood


Work Setup:
100% Onsite | Shifting Schedule

Qualifications:

  • Minimum
    2 years of experience
    as a
    Team Leader or Supervisor
    in Travel Sales
  • Travel Sales experience is required
  • College graduate preferred
  • Strong background in
    coaching, performance management, and admin tasks
  • Proficient in
    Microsoft Office
    and
    web-based applications
  • Experience with
    Expedia products and systems
    is an advantage
  • Excellent communication skills and ability to motivate a sales-driven team

3. Assistant Manager - Operations (Healthcare Account)


Location:
Bridgetowne


Work Setup:
Onsite | Shifting Schedule

Qualifications:

  • Minimum
    3–5 years of experience
    in a
    voice-based Healthcare account
    (customers, providers, and/or members)
  • At least
    2–3 years of experience as a Team Lead or Assistant Manager
  • Strong understanding of
    Healthcare Services
    ,
    medical terminology
    , and
    anatomy
  • Excellent
    communication
    ,
    presentation
    , and
    analytical
    skills
  • Proficient in
    MS Office (Word, Excel, PowerPoint)
  • Highly motivated, organized, and able to manage multiple priorities

Key Responsibilities:

  • Direct and support agents to ensure service levels, efficiency, and customer satisfaction
  • Drive coaching, training, and performance development initiatives
  • Collaborate with HR, Training, QA, IT, and Finance for operational excellence
  • Analyze data to identify trends and process improvements
  • Foster a culture of compliance, teamwork, and accountability
  • Lead staff meetings and client updates on account status and performance metrics

4. Assistant Manager - Operations (US Mortgage / Financial Account)


Location:
Eastwood


Work Setup:
Onsite | Night Shift

Qualifications:

  • Bachelor's Degree in
    Business Administration, Finance
    , or related field
  • Minimum
    2 years of BPO experience
    in
    Mortgage or Financial Services
    , including
    2 years in leadership
  • Knowledge of
    mortgage servicing processes
    (origination, underwriting, escrow, foreclosure, etc.)
  • Excellent leadership, analytical, and communication skills
  • Proficient in
    MS Office
    and
    CRM/mortgage systems
  • Familiar with
    U.S. mortgage regulations
    (RESPA, TILA, CFPB preferred)

Key Responsibilities:

  • Oversee day-to-day operations ensuring adherence to SLA metrics
  • Lead and coach Team Leaders and agents for consistent high performance
  • Analyze data and implement performance improvement initiatives
  • Collaborate with cross-functional departments to maintain smooth operations
  • Ensure regulatory compliance and data accuracy in all transactions
  • Manage client relationships, participate in business reviews, and address escalations promptly

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