Team Lead
Qualifications:
At least 2 years of experience as a Team Lead or Operations Supervisor Comfortable working full onsite at BGC, Taguig Comfortable working in a fixed Night Shift Excellent Communication skills Can Start ASAP Description Manage day-to-day delivery of BPO services across designated client accounts and process lines. Ensure all services are delivered in line with contractual agreements, SLAs, and quality standards. Lead, coach, and mentor team members to optimize performance and productivity. Coordinate with internal departments (Workforce Management, Quality, Training, and HR) to support smooth operations. Track operational metrics such as SLA adherence, AHT, FCR, CSAT, and productivity. Address and resolve delivery issues, escalations, and service disruptions in a timely manner. Regularly check and review performance, understand evolving needs, and address concerns. Contribute to process improvement initiatives using data analysis and root cause identification. Prepare and present performance reports and insights to clients and internal leadership. Support business continuity planning and execution
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