Operational Lead (Telco Account)

Synlink Recruitment Outsourcing Co. Inc.; Taguig; On-site; PHP 502,200 - 669,600; Full time

Job summary

A recruiting firm in Taguig is looking for an experienced Supervisor to lead a team in the BPO industry. You will be responsible for monitoring performance, conducting training, and ensuring productivity and quality. The ideal candidate has a minimum of 5 years in the BPO industry and at least 2 years in a supervisory role.

Qualifications

• Minimum of 5 years experience in BPO industry.
• Minimum of 2 years experience in Supervisory role.

Responsibilities

• Supervise and lead a team of agents to meet or exceed performance targets.
• Monitor daily operations to ensure productivity and quality.
• Conduct regular team meetings and coaching sessions.

Skills

Team leadership

Performance monitoring

Coaching and mentoring

Analytical skills

Job description

Team Management:

• Supervise and lead a team of agents to meet or exceed performance targets (KPIs/SLAs).
• Monitor daily operations to ensure productivity, quality, and customer satisfaction.
• Conduct regular team meetings, coaching sessions, and one-on-ones.

Performance Monitoring & Reporting:

• Track individual and team performance metrics.
• Analyze trends and prepare performance reports for management.
• Identify areas of improvement and implement corrective actions.

Training & Development:

• Provide guidance, training, and support to team members.
• Assist in onboarding and continuous development of new and existing agents.
• Foster a culture of learning and growth.

Requirements

• Minimum of 5 years experience in BPO industry
• Minimum of 2 years experience in Supervisory role