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Team Lead

2 weeks ago

Cebu City, Central Visayas, Philippines XtendOps Full time

As a Team Lead for a U.S.-based legal intake account, you will oversee a dedicated team handling client intake, case screening, and information management for law firms. You will manage on-site operations during the graveyard shift, ensuring that all processes run smoothly while maintaining accuracy, confidentiality, and high client satisfaction in a fast-paced environment.

  • Lead and coach a team of legal intake specialists, providing guidance, feedback, and performance evaluations to support professional growth.
  • Monitor productivity, quality, and compliance metrics, ensuring adherence to client SLAs and internal standards.
  • Handle escalations and complex client or employee concerns efficiently and professionally.
  • Collaborate with QA, training, and workforce teams to identify opportunities for process improvement and workflow optimization.
  • Prepare reports on performance trends, challenges, and recommendations for management.
  • Foster a positive, accountable, and collaborative work culture focused on teamwork and operational excellence.
  • Preferred sales background in a bpo setup.

This role offers significant responsibility and is
well-compensated
, reflecting the specialized skills and leadership required in a legal BPO environment.