Group Leader (BPO)

INTELEGENCIA BPO LLC CORP.; Pasig; In loco; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

INTELEGENCIA BPO LLC CORP. is seeking a Group Leader to oversee team performance across multiple accounts in our Manila area.

You will drive SLA, KPI, and CSAT targets while mentoring staff and coordinating staffing with clients and internal teams. Reporting to the Operations Manager, you will lead process improvements, conduct coaching sessions, and manage recruitment activities to ensure high-quality customer service across voice and non-voice channels.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

People leadership

Team management

Client management

Operational excellence

SOPs & processes

Coaching & mentoring

Performance management

Descrizione del lavoro

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