Onsite Floor Operations Lead & Performance Coach

Virtua Solutions Outsourcing; Taguig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Virtua Solutions Outsourcing is seeking an Onsite Operations Lead based in BGC, Taguig, with 2–3+ years of leadership experience in a BPO/outsourcing setting. The role focuses on 100% onsite floor management, enforcing timekeeping, and coordinating with offshore client managers to ensure service levels.

The successful candidate will supervise multiple client accounts, act as POC for facility matters, and drive performance coaching and daily operational excellence on the office floor.

Qualifications

• 2 to 3+ years of experience as a Team Lead, Supervisor, or Operations Lead in a BPO or outsourcing setup.
• Experience managing physical BPO floors and multiple client accounts.
• Strong authority and confidence in enforcing workplace rules, timekeeping, and active working habits.
• Proficient with time-tracking platforms (Hubstaff, Sprout HRIS), CRM software (GHL, Salesforce), and ticketing tools (Zendesk).

Responsibilities

• Maintain a constant physical presence on the office floor throughout operational shifts.
• Enforce strict schedule adherence, punctuality, break management, and active working time for onsite and hybrid agents.
• Manage daily floor operations for assigned onsite and hybrid client accounts; expand coverage as needed.
• Serve as the primary POC for building/site management and biometric/access tracking.
• Monitor real-time queues, resolution speeds, and utilization to meet client SLAs (≥95% adherence).
• Lead weekly 1:1 coaching sessions with onsite agents and leads.

Skills

Team leadership

Operational management

Performance coaching

Client communication

Tools

Hubstaff

Sprout HRIS

GHL

Zendesk

Salesforce

Job description

Virtua Solutions Outsourcing is seeking an Onsite Operations Lead based in BGC, Taguig, with 2–3+ years of leadership experience in a BPO/outsourcing setting. The role focuses on 100% onsite floor management, enforcing timekeeping, and coordinating with offshore client managers to ensure service levels.

The successful candidate will supervise multiple client accounts, act as POC for facility matters, and drive performance coaching and daily operational excellence on the office floor.