BPO Team Lead: Lead, Coach & Optimize KPIs

Q2 HR Solutions; Philippines; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO coverage (with dependents upon REG

Life and accident insurance

Paid leaves and holiday pay

Government-mandated benefits (SSS,Phil

Job summary

Q2 HR Solutions in the Philippines is seeking a driven Team Lead to oversee daily operations, drive service quality, and coach a growing BPO team to meet KPIs.

You will monitor metrics such as SLA, KPI, AHT, CSAT, and Quality, while coordinating with clients and internal QA to deliver optimal performance. If you excel at people development and fast-paced environments, join us for structured career growth into Operations Manager roles.

Qualifications

• Bachelor's degree preferred.
• 2–5+ years in BPO or shared services.
• 1–2 years supervisory or Team Lead experience.
• Strong understanding of contact center metrics.
• Experience handling voice, non-voice, or back-office accounts.
• Strong leadership and coaching skills.
• Excellent communication and interpersonal abilities.
• Analytical and data-driven mindset.
• Ability to work in a fast-paced and dynamic environment.
• Strong time management and organizational skills.

Responsibilities

• Oversee daily team activities to meet SLA and KPI targets.
• Coach, mentor, and develop team members through feedback and 1:1 sessions.
• Track performance data and prepare reports.
• Coordinate with clients and stakeholders to align with goals.
• Identify opportunities for process improvements and efficiency.

Skills

Leadership

Coaching

Communication

Interpersonal skills

Analytical mindset

Problem solving

Decision making

Time management

Organizational skills

Education

Bachelor's degree preferred

Job description

Q2 HR Solutions in the Philippines is seeking a driven Team Lead to oversee daily operations, drive service quality, and coach a growing BPO team to meet KPIs.

You will monitor metrics such as SLA, KPI, AHT, CSAT, and Quality, while coordinating with clients and internal QA to deliver optimal performance. If you excel at people development and fast-paced environments, join us for structured career growth into Operations Manager roles.