BPO Operations Lead – Mentor Teams & Drive Performance

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 650,000 - 950,000; Full time

Benefits offered by this job

HMO for employee and 2 dependents

Quarterly performance bonus

Career development opportunities

24 leaves annually

Job summary

TASQ Staffing Solutions is seeking a senior supervisory leader to manage a team of CSR associates and junior team leads in BPO operations at the Alabang site. You will supervise day-to-day delivery, motivate and coach the team, and own customer escalations and client commitments.

The role requires at least 6 years in customer service within BPO/BPM, a bachelor’s degree, and 2+ years in Sr. Team Leader/Assistant Manager roles in voice campaigns.

Qualifications

• Minimum experience of 6 years with customer service in the BPO/BPM industry.
• Bachelor's degree in any course.
• A minimum of 2 years in the role of a Sr. Team Leader/Assistant Manager – within a voice LoB or campaign.

Responsibilities

• Effectively manage teams including resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Skills

Customer care ops

Team management

Coaching & mentoring

Communication

Decision making

Problem solving

Education

Bachelor's degree

Job description

TASQ Staffing Solutions is seeking a senior supervisory leader to manage a team of CSR associates and junior team leads in BPO operations at the Alabang site. You will supervise day-to-day delivery, motivate and coach the team, and own customer escalations and client commitments.

The role requires at least 6 years in customer service within BPO/BPM, a bachelor’s degree, and 2+ years in Sr. Team Leader/Assistant Manager roles in voice campaigns.