BPO Team Leader & Manager: Drive Performance

Ugnay Solutions Philippines; Metro Manila; On-site; PHP 469,000 - 670,000; Full time

Job summary

Ugnay Solutions Philippines is seeking an experienced BPO Team Leader to join our growing operations team. You will lead and coach a team to meet operational targets and drive performance, while monitoring KPIs, quality, and service levels.

You will work with Operations Managers and support teams to achieve business goals, ensure compliance with client requirements, and manage escalations. The role requires shifting schedules, weekends, and holidays as needed.

Qualifications

• At least 2 years of BPO experience with team leadership.
• Strong people management and team performance skills.
• Familiar with BPO metrics like AHT, CSAT, QA and service levels.
• Excellent coaching, communication, problem-solving, and decision-making abilities.
• Experience handling local or international accounts is an advantage.
• Willing to work on shifting schedules, weekends, and holidays.

Responsibilities

• Lead and manage a team to achieve operational and performance targets.
• Monitor team performance, productivity, quality, attendance, and service levels.
• Conduct regular coaching, feedback sessions, and team huddles.
• Identify performance gaps and implement appropriate action plans.
• Handle customer and operational escalations.
• Monitor KPIs and prepare performance reports.
• Motivate, develop, and support team members to improve performance and engagement.
• Work closely with Operations Managers and support teams to achieve business goals.
• Ensure compliance with company policies, client requirements, and operational procedures.

Skills

People management

Team leadership

Performance management

Coaching

Communication

Problem-solving

Decision-making

Job description

Ugnay Solutions Philippines is seeking an experienced BPO Team Leader to join our growing operations team. You will lead and coach a team to meet operational targets and drive performance, while monitoring KPIs, quality, and service levels.

You will work with Operations Managers and support teams to achieve business goals, ensure compliance with client requirements, and manage escalations. The role requires shifting schedules, weekends, and holidays as needed.