BPO Ops Team Lead - Multi-Channel Excellence

SupportZebra; Makati; In loco; PHP 502.000 - 725.000; Tempo pieno

Descrizione del lavoro

SupportZebra in Makati is seeking an Operations Team Leader to guide a team of Agents delivering high-quality service across voice, chat, email, and social channels. You will focus on performance, coaching, and operational support in a fast-paced environment.

The ideal candidate brings at least 1 year leading BPO teams, a proven track record with KPIs and SLA management, and strong analytical and communication skills.

Competenze

• Minimum 1 year as a Team Leader or Supervisor in a BPO or customer service setting.
• Proven track record in managing and motivating teams within a metrics-driven environment.
• Experience overseeing multi-channel operations (voice, chat, email, social media).
• Excellent written and verbal communication skills.
• Strong analytical abilities for performance management and resolving bottlenecks.

Mansioni

• Guide and support a team of Agents to ensure high-quality service across channels.
• Drive team performance and achieve KPIs and SLAs.
• Coach staff using structured coaching models and performance reviews.
• Identify bottlenecks and implement process improvements.
• Ensure compliance with client and company standards and maintain accountability.

Conoscenze

Leadership & coaching

Multi-channel operations

Performance management

Data analysis & KPI tracking

Communication skills

Strumenti

CRM systems

Excel/Google Sheets

KPIs dashboards

Descrizione del lavoro

SupportZebra in Makati is seeking an Operations Team Leader to guide a team of Agents delivering high-quality service across voice, chat, email, and social channels. You will focus on performance, coaching, and operational support in a fast-paced environment.

The ideal candidate brings at least 1 year leading BPO teams, a proven track record with KPIs and SLA management, and strong analytical and communication skills.