Group Leader (Antipolo | Onsite | Night Shift)

INTELEGENCIA BPO LLC CORP.; Rizal; On-site; PHP 446,000 - 781,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is looking for a Group Leader to oversee team performance, support operational goals, and ensure delivery of high-quality customer service across multiple accounts.

You will lead teams, mentor staff, coordinate with clients, and drive continuous improvement. The role requires strong leadership, exceptional communication, and a proven ability to hit SLA, KPI, and CSAT targets in a fast-paced BPO environment.

Qualifications

• 5–7 years of BPO/contact center experience.
• At least 2 years in a Team Lead or Supervisory role.
• Experience in customer service, back office, voice, email, chat, or technical support.
• Strong leadership and interpersonal skills.
• Proven ability to meet operational targets and KPIs.
• Excellent communication and time management skills.

Responsibilities

• Oversee teams of up to 50 across multiple accounts.
• Drive SLA, KPI, and CSAT performance.
• Support Operations Manager in daily operations.
• Identify performance gaps and implement corrective actions.
• Serve as interim Operations Manager when required.
• Lead process improvement and SOP documentation.
• Coordinate staffing schedules with clients and internal teams.
• Conduct coaching and performance management.
• Prepare regular performance reports for management and clients.
• Handle client consultations, escalations, and issue resolution.
• Promote employee engagement and HR-related initiatives.
• Ensure compliance with company policies.

Skills

Leadership

Client management

Operations management

Communication

Problem solving

Time management

Staff development

KPIs

CSAT

Coaching mentoring

Job description

About the Role:

We are seeking a Group Leader to oversee team performance, support operational goals, and ensure delivery of high-quality customer service across multiple accounts. This role requires strong leadership, client management, and operational expertise in a fast-paced BPO environment.

Key Responsibilities:

• Manage teams with up to 50 headcount across multiple accounts


• Drive and maintain client SLA, KPI, and CSAT performance


• Support Operations Manager in daily operations, planning, and execution


• Identify performance gaps and implement corrective action plans


• Serve as interim Operations Manager when required


• Oversee multiple business lines including customer service, voice, and non-voice operations


• Conduct coaching, mentoring, and performance management of staff


• Lead process improvement and documentation initiatives (SOPs, KCRPs)


• Coordinate staffing schedules with clients and internal teams


• Conduct operations interviews and support recruitment activities


• Monitor transactions to ensure quality compliance


• Prepare and deliver regular performance reports to management and clients


• Handle client consultations, escalations, and issue resolution


• Promote employee engagement and support HR-related initiatives


• Ensure compliance with company policies and performance management systems

Qualifications:

• 5–7 years of BPO/contact center experience


• At least 2 years in a Team Lead or Supervisory role


• Experience in customer service, back office, voice, email, chat, or technical support


• Strong leadership and team management skills


• Excellent communication and interpersonal skills


• Strong problem-solving and critical thinking abilities


• Proven ability to meet operational targets and KPIs


• Strong organizational and time management skills


• Ability to motivate and develop teams effectively


• Experience in client relationship management

Preferred Skills (Advantage but Not Required):

• Exposure to e-commerce, technical support, and multi-channel operations


• Experience handling CSAT-driven accounts


• Knowledge of process improvement methodologies


• Experience in workforce coordination and planning

Selection Process:

• Operations Interview


• Background Check