BPO Operation Team Lead

J-K Network Services; Quezon City; On-site; PHP 446,400 - 558,000; Full time

Job summary

A leading IT services provider in Quezon City is seeking an Operations Team Leader. The ideal candidate will have 7-8 years of experience in operations management and at least 2-3 years of direct leadership experience. Responsibilities include overseeing team performance, ensuring compliance with SLAs, driving process efficiency, and managing client engagements. Strong analytical and client management skills are essential. The position offers a competitive salary of Php 40,000-50,000 gross and requires a Bachelor's degree.

Qualifications

• 7-8 years of experience in operations management.
• At least 2-3 years of direct leadership experience.
• Experience with continuous improvement methodologies.

Responsibilities

• Oversee performance of Associate Managers and Team Leads.
• Drive efficiency through cross-team collaboration.
• Ensure compliance with SLAs and achievement of KPIs.

Skills

Operations management

Client management

Analytical capabilities

Leadership

Process improvement

Capacity planning

Education

Bachelor's degree

Job description

COMPANY PROFILE

An Indian multinational company providing IT services, consulting, and digital solutions to global enterprises.

Position

Operation Team Leader

Company Industry

BPO

Work Location

Quezon City

Work Schedule

Shifting Schedule

Salary

Php 40,000-50,000 gross

Work Set Up

Onsite

JOB REQUIREMENTS

• Bachelor’s degree required.
• 7–8 years of experience in operations management.
• At least 2–3 years of direct leadership over Supervisors, Team Leads, or Associate Managers.
• Background in Customer Service or related functions.
• Demonstrated success in launching new BPO accounts, managing transitions, and leading pilot programs.
• Strong client management expertise, including executive-level communication and hosting client visits.
• Advanced skills in capacity planning, workforce forecasting, and cost modeling for new accounts.
• Experience with continuous improvement methodologies (Lean Six Sigma preferred).
• Experience in handling Technical Support with HRIS/HCM, payroll, or SaaS support platforms (UKG, ADP, Workday, etc.) account is highly desirable.
• Proven ability to collaborate with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to achieve launch objectives.
• Strong analytical capabilities with experience in dashboard creation, KPI/SLA definition, and metrics tracking.
• Excellent documentation skills, compliance awareness, and audit-readiness discipline.

JOB RESPONSIBILITIES

• Participate in organizational planning and strategic decision-making as part of the management team.
• Oversee performance of Associate Managers, Team Leads, and Associates to ensure compliance with SLAs and achievement of KPIs.
• Direct multiple programs or lines of business with full Profit & Loss responsibility.
• Serve as the site point of contact and manage business continuity requirements.
• Drive efficiency in support functions through cross-team collaboration and process improvements.
• Ensure the quality of deliverables and foster strong team relationships to maintain exceptional performance.
• Define operational goals and assign responsibilities to subordinate leaders.
• Lead complex client engagements, including the design and execution of business solutions.
• Carry out additional responsibilities as directed by leadership.