BPO Team Leaders & Managers | Customer Service & Operations

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

About the role

We are looking for experienced BPO Team Leaders to join our growing operations team. This is an opportunity for experienced BPO professionals with strong people-management and operational skills to lead teams and drive performance.

Key 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

About you

• At least 2 years of BPO experience, with previous Team Leader or supervisory experience
• Strong experience in people management and team performance management
• Knowledge of BPO metrics such as AHT, CSAT, QA, productivity, attendance, and service level
• Strong coaching, communication, problem-solving, and decision-making skills
• Experience handling local or international accounts is an advantage
• Experience in Customer Service, Collections, Sales, Technical Support, or Back Office is welcome
• Willing to work on shifting schedules, weekends, and holidays as required