BPO Team Leader

Eastvantage; Pasig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Eastvantage seeks a proactive BPO Team Leader to supervise and guide a team of Enrollment Assistants or Admissions Support. You will ensure service level commitments are met, coach team members to improve skills and performance, and uphold data integrity across records.

You will manage performance, address employee concerns, participate in meetings, and drive continuous process improvement to foster a positive, productive work environment.

Qualifications

• Bachelor’s degree or equivalent in a relevant field.
• Minimum of 2 years supervisory or team leader experience in BPO handling omni-channel accounts (voice and non-voice).
• Experience in student enrollment or related environment is advantageous.
• Proficiency in software and tools for reporting and data management.
• Strong understanding of performance management and corrective action processes.
• Demonstrated ability to lead, motivate, and manage a team effectively.
• Excellent verbal and written communication skills.
• Proficiency in maintaining data integrity and accuracy.
• Effective delegation to manage workload.
• Strong problem-solving abilities and decision-making.
• Excellent organizational skills and ability to handle multiple tasks.
• Strong interpersonal skills to address employee concerns and build a positive environment.

Responsibilities

• Lead and oversee a team of Enrollment Assistants, ensuring service level commitments and performance targets are met.
• Provide regular coaching and mentoring to enhance skills, confidence, product knowledge, and communication.
• Enforce data integrity protocols for accurate record-keeping.
• Assign tasks to optimize workflow and timely completion.
• Escalate critical issues to Senior Team Leader promptly.
• Participate in departmental and company meetings.
• Mentor new and existing Advisors to improve performance.
• Develop and issue employee scorecards and identify improvement plans.
• Manage staff corrective actions and attendance notifications.
• Collect, address, and resolve employee concerns across departments.
• Generate and manage operational reports (attendance, action items, notifications).
• Recommend and implement improvements to metrics and processes for efficiency.
• Foster a positive, motivating work environment.
• Perform any other duties as assigned by supervisor.

Skills

Leadership

Coaching

Performance management

Communication

Data integrity

Decision making

Organizational skills

Problem-solving

Delegation

Team motivation

Education

Bachelor’s degree or equivalent in a relevant field

Tools

Reporting tools

Data management tools

Job description

We're Hiring: BPO Team Leader!

Role Overview:

As a Team Leader, you will play a pivotal role in supervising and guiding your team members. Your primary responsibilities will include ensuring that service level commitments are met, coaching team members to enhance their skills and performance, and maintaining high standards of data integrity. You will also handle performance management, address employee concerns, and contribute to continuous process improvement. Your leadership will be key in fostering a positive and productive work environment.

Responsibilities:

This job description is not intended to be an exhaustive list of all responsibilities and may change at any time based on ops priorities and needs

• Lead and oversee a team of Student Enrollment Assistants or Admissions Support, ensuring they consistently meet service level commitments and performance targets.
• Provide regular coaching and mentoring to enhance team members' skills, confidence, product knowledge, and communication.
• Enforce and maintain data integrity protocols to ensure accurate and consistent record-keeping.
• Assign tasks effectively to team members, optimizing workflow and ensuring timely completion of tasks.
• Ensure that critical and urgent issues are communicated promptly to the Senior Team Leader.
• Actively participate in departmental, company, and other relevant meetings.
• Support and mentor both new and existing Student Enrollment Advisors or ASOs to enhance their performance and professional development.
• Develop and issue employee scorecards, identify performance improvement areas, and create actionable plans to drive enhancement.
• Manage staff corrective actions, including incident reporting, issuing notices, following up on explanations, evaluating business impact, and attending administrative hearings for terminations.
• Review and make decisions regarding employee attendance notifications.
• Collect, address, and resolve employee concerns across various departments.
• Generate and manage operational reports, including attendance, action items, and notifications.
• Recommend and implement improvements to existing metrics and processes to enhance efficiency and effectiveness.
• Foster a positive, motivating work environment that engages and inspires the team.
• Perform any other duties as assigned by the supervisor or management.

Skills and Qualifications:

• Bachelor’s degree or equivalent experience in a relevant field.
• Minimum of 2 of supervisory or team leader role in BPO handling omni channels (voice, non-voice) accounts is preferred.
• Experience in student enrollment or a related environment is advantageous.
• Proficiency in relevant software and tools for reporting and data management.
• Strong understanding of performance management and corrective action processes.
• Demonstrated ability to lead, motivate, and manage a team effectively.
• Strong skills in coaching and mentoring to develop team members' abilities and performance.
• Excellent verbal and written communication skills.
• Proficiency in maintaining data integrity and accuracy.
• Effective delegation skills with the ability to manage team workload efficiently.
• Strong problem-solving abilities with the capacity to handle complex situations and make informed decisions.
• Excellent organizational skills with the capability to manage multiple tasks and priorities.
• Strong interpersonal skills to address and resolve employee concerns and build a positive work environment.
• High attention to detail and accuracy in reporting and record-keeping.
• Ability to adapt to evolving business needs and perform additional duties as required.

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