Team Lead/Operations Supervisor

Position Summary

The Team Lead is responsible for overseeing a designated team of representatives to ensure the delivery of exceptional service. This role serves as the first point of escalation for complex issues and acts as a bridge between frontline staff and departmental leadership. The ideal candidate will combine technical expertise with strong leadership capabilities to foster a high-performance, results-driven team environment.

Key Responsibilities

• Team Supervision: Monitor daily workflows, manage shift schedules, and ensure adequate coverage to meet service level agreements (SLAs).
• Performance Management: Track and analyze team KPIs (e.g., average handle time, CSAT scores, and first-call resolution). Conduct regular one-on-one coaching sessions to improve individual performance.
• Escalation Management: Serve as the senior point of contact for high-priority or sensitive customer disputes, providing resolutions that balance customer satisfaction with company policy.
• Quality Assurance: Review recorded calls and written correspondence to ensure compliance with quality standards and provide constructive feedback.
• Training & Onboarding: Assist in the training of new hires and the ongoing professional development of existing staff members.
• Process Improvement: Identify bottlenecks in the customer journey and propose data-driven solutions to enhance operational efficiency.
• Reporting: Prepare weekly and monthly performance reports for senior management, highlighting trends and areas for improvement.

Required Qualifications

• Experience: At least 1 year of experience in a BPO setup.
• Leadership: Proven ability to motivate a team, manage conflict, and lead by example with a professional demeanor.
• Analytical Skills: Proficiency in interpreting data and metrics to drive team strategy.
• Communication: Superior verbal and written communication skills; ability to communicate complex information clearly to both customers and internal stakeholders.
• Technical Proficiency: Advanced knowledge of CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite (Excel, Teams).

Core Competencies

• Conflict Resolution: Ability to remain objective and professional during high-stress situations.
• Strategic Thinking: Capacity to see the "big picture" and align team goals with organizational objectives.
• Time Management: Exceptional organizational skills with the ability to prioritize multiple projects simultaneously.

Professional Benefits

• Competitive salary package
• Exciting employee engagement activities
• Stability (Continuously getting pioneer accounts)
• Learning sessions every week
• Fast career growth
• Accessible location
• HMO
• Leave credits/Leave conversions
• Night differential
• Uncapped annual appraisal
• 2 days off

Interested? Here are ways to reach us:

• Send a message to Steph)

Job Types: Full-time, Permanent, Fresh graduate

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Application Question(s):

• Can you start ASAP?
• Are you comfortable to work on a shifting schedule? (Please do not leave this question unanswered)
• What city are you currently residing at? (Please do not leave this question unanswered)
• How much is your current and expected salary? (Please do not leave this question unanswered)
• Do you have any residence near Metro Manila or Taguig? (If you are residing outside of Metro Manila)
• Have you applied and dropped by in our office within the last 6 months? (Please do not leave this question unanswered)
• Are you comfortable to report onsite? (Please do not leave this question unanswered)

Education:

• Bachelor's (Preferred)

Experience:

• BPO: 1 year (Preferred)

Work Location: In person