BPO Team Lead — Operations & Performance Champion

Datamatics Careers- Philippines; Pasig; On-site; PHP 420,000 - 540,000; Full time

Job summary

Datamatics Careers- Philippines seeks an experienced Team Leader to guide a BPO/contact center team, driving performance, coaching staff, and handling escalations to maintain high operational standards. The role emphasizes real-time operations management and cross-functional collaboration with WFM, IT, and QA.

The ideal candidate will possess 3–5 years of Team Lead experience, strong English communication, and a proven ability to manage KPIs and drive continuous improvement.

Qualifications

• 3–5 years of proven Team Lead experience in a BPO/contact center.
• Strong people and performance management skills.
• Experience managing operational KPIs (QA, attendance, adherence, service levels).
• Ability to troubleshoot and make decisions under pressure.
• Experience coordinating with WFM, IT, QA, and support teams.
• Excellent written and verbal English.
• Willingness to night shifts and weekend coverage.
• Strong organizational and prioritization skills.
• Ownership, accountability, leadership maturity.
• Experience onboarding new hires and providing coaching.

Responsibilities

• Lead and coach a BPO team to meet targets.
• Monitor and drive KPIs including QA, attendance, adherence.
• Handle escalations and coordinate with WFM/IT/QA.
• Provide timely updates to clients and stakeholders.
• Support onboarding and team development.

Skills

Team leadership

People management

Performance mgmt

KPIs

Escalations

Real-time ops

Stakeholder comms

Root-cause analysis

SOP compliance

Night shift

Job description

Datamatics Careers- Philippines seeks an experienced Team Leader to guide a BPO/contact center team, driving performance, coaching staff, and handling escalations to maintain high operational standards. The role emphasizes real-time operations management and cross-functional collaboration with WFM, IT, and QA.

The ideal candidate will possess 3–5 years of Team Lead experience, strong English communication, and a proven ability to manage KPIs and drive continuous improvement.