BPO Team Leader

transcosmos Asia Philippines Inc.; Pasig; On-site; PHP 446,400 - 669,600; Full time

Job summary

transcosmos Asia Philippines Inc. in Ortigas, Pasig City is hiring a Team Lead with at least 2 years of experience in the BPO industry. The role includes overseeing daily operations, delegating tasks, achieving SLAs, and coaching staff. Candidates should be knowledgeable in inbound and outbound services, and must be willing to work onsite. Immediate availability is a plus.

Qualifications

• At least 2 years of Team Lead experience in BPO industry required.
• Background in Inbound, Outbound, and Non-Voice services is preferred.
• Amenable to work onsite in Ortigas, Pasig City.

Responsibilities

• Plan daily and weekly operational activities and adjust strategies to achieve SLAs.
• Delegate work and monitor department functions to meet client deadlines.
• Ensure processes achieve productivity and quality standards.
• Evaluate staff performance and provide coaching.
• Assist staff with questions and resolve data inconsistencies.
• Maintain records of completed work.
• Create and send daily operations status report.

Skills

Team Leadership

BPO Expertise

Operational Management

Coaching & Training

Job description

Qualifications

• At least 2 years of Team Lead experience in BPO industry is required for this position.
• Has background in Inbound, Outbound, and Non-Voice services (knowledge on all lines of businesses is a plus).
• Amenable to work onsite: Ortigas, Pasig City
• Can start as soon as possible.

Functions

• Responsible in planning daily and weekly operational activities and adjusted strategies to achieve SLAs within available and budgeted constraints.
• Responsible for delegating work, monitoring and coordinating the department functions to meet the deadlines required by client and operations.
• Ensures that processes are in place to achieve the goals and requirements of productivity, quality standards and record retention.
• Responsible for evaluating staff performance, coaching and orienting on the project overview.
• Assist the staff with questions and difficulties on work output; address data inconsistencies and gather the necessary information for missing the data.
• Responsible for maintaining the records of the completed work.
• Responsible for creating and sending the operations daily status report to Supervisor or Operations Manager.