BPO Operations Team Lead - Client & CSAT Champion

INTELEGENCIA BPO LLC CORP.; Rizal; On-site; PHP 446,000 - 781,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is looking for a Group Leader to oversee team performance, support operational goals, and ensure delivery of high-quality customer service across multiple accounts.

You will lead teams, mentor staff, coordinate with clients, and drive continuous improvement. The role requires strong leadership, exceptional communication, and a proven ability to hit SLA, KPI, and CSAT targets in a fast-paced BPO environment.

Qualifications

• 5–7 years of BPO/contact center experience.
• At least 2 years in a Team Lead or Supervisory role.
• Experience in customer service, back office, voice, email, chat, or technical support.
• Strong leadership and interpersonal skills.
• Proven ability to meet operational targets and KPIs.
• Excellent communication and time management skills.

Responsibilities

• Oversee teams of up to 50 across multiple accounts.
• Drive SLA, KPI, and CSAT performance.
• Support Operations Manager in daily operations.
• Identify performance gaps and implement corrective actions.
• Serve as interim Operations Manager when required.
• Lead process improvement and SOP documentation.
• Coordinate staffing schedules with clients and internal teams.
• Conduct coaching and performance management.
• Prepare regular performance reports for management and clients.
• Handle client consultations, escalations, and issue resolution.
• Promote employee engagement and HR-related initiatives.
• Ensure compliance with company policies.

Skills

Leadership

Client management

Operations management

Communication

Problem solving

Time management

Staff development

KPIs

CSAT

Coaching mentoring

Job description

INTELEGENCIA BPO LLC CORP. is looking for a Group Leader to oversee team performance, support operational goals, and ensure delivery of high-quality customer service across multiple accounts.

You will lead teams, mentor staff, coordinate with clients, and drive continuous improvement. The role requires strong leadership, exceptional communication, and a proven ability to hit SLA, KPI, and CSAT targets in a fast-paced BPO environment.