Onsite Operations Lead / Supervisor

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

The Onsite Operations Lead is physically based 100% on the office floor in BGC, Taguig City. This role manages daily floor operations, enforces agent attendance and active working time, and maintains high productivity across all assigned onsite and hybrid client accounts. Serving as the primary point of contact for facility and site matters, this position ensures on-site agent performance aligns with offshore client expectations.

Responsibilities & Core Accountabilities:

• 100% Onsite Floor Management & Discipline:
  • Maintain a constant physical presence on the office floor throughout operational shifts.
  • Enforce strict schedule adherence, punctuality, break management, and active working time for all onsite and hybrid agents.
  • Immediately address idle time, unapproved offline periods, or workplace policy violations on the floor.
• Multi-Account Supervision & Site Governance:
  • Manage daily floor operations for assigned onsite and hybrid client accounts.
  • Account coverage will expand, scale, or shift as new client accounts require physical floor management, hybrid supervision, or shared-services oversight in BGC.
  • Serve as the primary Point of Contact (POC) for building/site management, facility requests, and biometric/access tracking.
• SLA Queue Monitoring & Performance Coaching:
  • Monitor real-time task queues, resolution speeds, and billable utilization (target: 80%–85% active working rate) to ensure all assigned accounts hit client SLAs (≥95% adherence).
  • Conduct weekly 1:1 coaching sessions with onsite agents and leads to address individual performance gaps.
• Account Health Logging & Client Communication:
  • Lead scheduled weekly/bi-weekly operational syncs and MBRs with offshore client managers.
  • Audit daily shift logs in coordination with the Operations Admin and log weekly GHL Account Health notes (Green/Yellow/Red) prior to weekly meetings.

Qualifications:

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