BPO Operations Lead — Customer Care & Performance

HCL Technologies Philippines Inc; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a proactive customer care leader to drive daily team deliverables within a BPO environment. You will act as the single point of contact for the client team, ensure performance against SLAs, and manage escalations to deliver high-quality services.

Collaborating with Team Leads and on-site staff, you will implement continuous improvement initiatives, monitor productivity, and develop action plans to optimize operations and client satisfaction.

Qualifications

• Background of working in BPO environment in Customer Care process essential
• Creative problem-solving and analytical skills
• Good comprehension skills
• Understand and implement performance improvement methodologies
• Excellent oral and written communication skills
• Good Analytical and Logical thinking skills
• Proficient in Operations
• Experience in managing day-to-day deliverables of the team
• Interact with client regularly for reporting and SLA performance

Responsibilities

• Serve as a single POC for Client Team to drive initiatives, support governance activities for the program and help resolve escalations/issues
• Be responsible for day-to-day activities and performance of the team members
• Provide feedback on a regular basis and work with the TL, QA to build action plan
• Ensure performance results are in accordance with SLA's, key measures and operating plans
• Collaborate with Team Leads, on-site liaison and service management team to improve procedures to deliver high-quality services
• Identify, develop & implement continuous improvement program to increase productivity and reduce cost
• Monitor & evaluate the performance of the team in all areas, including recognition and rewards, addressing performance gaps
• Assist team members to resolve problems and escalate issues to deliver integrated leadership when appropriate

Skills

BPO experience

Problem solving

Analytical thinking

Communication (oral/written)

Understanding of performance mgmt

Operations know-how

Team deliverables management

Client reporting & SLA understanding

Job description

HCL Technologies Philippines Inc is seeking a proactive customer care leader to drive daily team deliverables within a BPO environment. You will act as the single point of contact for the client team, ensure performance against SLAs, and manage escalations to deliver high-quality services.

Collaborating with Team Leads and on-site staff, you will implement continuous improvement initiatives, monitor productivity, and develop action plans to optimize operations and client satisfaction.