Night-Shift BPO Team Lead — Coaching & Ops Excellence

Welsend Global Services Inc.; Taguig; On-site; PHP 502,000 - 670,000; Full time

Job summary

Welsend Global Services Inc. is seeking a proactive Team Lead to supervise and lead teams, ensuring productivity, quality, and customer service targets are met from McKinley Hill, Taguig.

The role requires night shift coverage aligned with US time zones, with a full-time on-site arrangement. Start ASAP and drive continuous improvement by coaching and collaborating with QA, Training, Operations, and HR to close performance gaps.

Responsibilities

• Supervise team operations, drive productivity, quality, customer service, and ensure operational targets are consistently achieved.
• Monitor agent performance, SLA, KPI, and quality results; conduct coaching, provide real-time support and feedback, and facilitate performance reviews.
• Handle escalations, troubleshoot complex cases, provide appropriate resolutions, and ensure adherence to SOPs, company policies, procedures, and client requirements.
• Collaborate with QA, Training, Operations, and HR to address performance gaps, identify operational risks, strengthen processes, and drive continuous improvement.

Job description

Welsend Global Services Inc. is seeking a proactive Team Lead to supervise and lead teams, ensuring productivity, quality, and customer service targets are met from McKinley Hill, Taguig.

The role requires night shift coverage aligned with US time zones, with a full-time on-site arrangement. Start ASAP and drive continuous improvement by coaching and collaborating with QA, Training, Operations, and HR to close performance gaps.