Enrollment BPO Team Lead - Coaching & SLA Champion

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

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.