Onsite Operations Lead & Team Coach (BPO)

TASQ; Muntinlupa; On-site; PHP 725,000 - 1,283,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On/

Job summary

TASQ is seeking an experienced Senior Team Leader to oversee a CSR team in Alabang, Metro Manila. You will supervise day-to-day delivery, mentor staff, and ensure compliance with processes and KM guidelines. The role requires driving performance, coaching, and handling client escalations to resolution.

Ideal candidates have 6+ years in BPO customer service, a Bachelor's degree, and 2+ years in a Sr. Team Leader role within a voice campaign. Shifts are rotational and on-site at Alabang.

Qualifications

• Minimum 6 years of customer service experience in the BPO/BPM industry.
• Bachelor's degree in any course.
• At least 2 years in Sr. Team Leader/Assistant Manager role in a voice LoB or campaign.
• Willingness to work in rotational shifts.
• Onsite work in Alabang, Philippines.
• Able to start ASAP.

Responsibilities

• Effectively manage teams including resource planning, career planning, performance management, attrition management.
• Coach and help develop team members; bridge knowledge gaps and address skill gaps.
• Handle user/customer escalations and drive resolution ownership.
• Regularly formulate and execute internal and external governance.
• Manage client escalations and implement corrective actions.
• Coordinate with operations managers to obtain required resources and training.
• Conduct quality assessments of agents' performance and identify improvement trends.
• Ensure team members have the knowledge and training to meet targets.
• Update teams on latest process changes and target settings.
• Identify process improvement ideas and mentor on Six Sigma/lean projects.

Skills

Customer care operations

Team management

Coaching and mentoring

Verbal and written communications

Decision making

Problem solving

Education

Bachelor's degree

Job description

TASQ is seeking an experienced Senior Team Leader to oversee a CSR team in Alabang, Metro Manila. You will supervise day-to-day delivery, mentor staff, and ensure compliance with processes and KM guidelines. The role requires driving performance, coaching, and handling client escalations to resolution.

Ideal candidates have 6+ years in BPO customer service, a Bachelor's degree, and 2+ years in a Sr. Team Leader role within a voice campaign. Shifts are rotational and on-site at Alabang.