BPO Team Lead - Admissions & Data Integrity Coach

Eastvantage; Pasig; On-site; PHP 480,000 - 720,000; Full time

Job summary

Eastvantage is seeking a Team Leader to supervise and guide a team of Student Enrollment Assistants or Admissions Support. You will ensure service level commitments are met, coach team members, and uphold data integrity.

You will handle performance management, address employee concerns, and contribute to continuous process improvements, fostering a positive, productive work environment.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• Minimum of 2 years of supervisory or team leader role in BPO handling omni channels (voice, non-voice) accounts.
• Experience in student enrollment or a related environment is advantageous.
• Proficiency in reporting and data management tools.
• Strong understanding of performance management and corrective action processes.
• Demonstrated ability to lead, motivate, and manage a team effectively.

Responsibilities

• Supervise a team of Student Enrollment Assistants or Admissions Support to meet SLAs.
• Provide coaching to improve skills, confidence, product knowledge, and communication.
• Ensure data integrity and accurate record-keeping.
• Assign tasks and optimize workflow for timely completion of work.
• Escalate critical issues to the Senior Team Leader and participate in meetings.
• Mentor new and existing Advisors to enhance performance.
• Develop scorecards and action plans to drive improvement.
• Manage staff corrective actions and attendance issues.
• Generate operational reports and identify process improvements.

Skills

Team leadership

Coaching & mentoring

Performance management

Data integrity

Communication skills

Delegation

Problem-solving

Organizational skills

BPO experience

Adaptability

Education

Bachelor's degree

Tools

Reporting software

Job description

Eastvantage is seeking a Team Leader to supervise and guide a team of Student Enrollment Assistants or Admissions Support. You will ensure service level commitments are met, coach team members, and uphold data integrity.

You will handle performance management, address employee concerns, and contribute to continuous process improvements, fostering a positive, productive work environment.