Operations Team Lead

Buscojobs; Ilocos Norte; On-site; PHP 400,000 - 600,000; Full time

Job summary

A recruitment platform in the Philippines is seeking an Operations Team Lead to oversee daily team operations, coach team members, and ensure targets are met. The ideal candidate will have BPO experience, strong leadership skills, and the ability to manage multiple priorities effectively. This role involves monitoring performance and resolving team conflicts, contributing to excellent customer service.

Qualifications

• At least 2–3 years of BPO experience, with 1–2 years in a leadership/supervisory role.
• Strong leadership and people management abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise, mentor, and support a team of agents.
• Monitor QA scores and productivity to meet standards.
• Track performance and manage workforce planning.

Skills

Leadership and people management

Excellent communication

Analytical skills

Problem-solving capabilities

Proficiency in MS Office/Google Workspace

Tools

CRM tools

BPO systems

Job description

Operations Team Lead

Posted today

Job Description

Overview: The Team Leader oversees the daily operations of the team, ensuring targets are met in line with client and company expectations.

The role involves coaching, monitoring, motivating, and developing team members to achieve optimal performance and deliver excellent customer service.

Qualifications:

• At least 2–3 years of BPO experience, with 1–2 years in a leadership/supervisory role.
• Strong leadership and people management abilities.
• Excellent communication (verbal & written) and interpersonal skills.
• Analytical and problem-solving capabilities.
• Proficiency in MS Office/Google Workspace and familiarity with CRM tools or BPO systems.
• Ability to work under pressure and manage multiple priorities.

Key Responsibilities:

1. People Management – Supervise, mentor, and support a team of agents to meet individual and team KPIs. Conduct regular coaching sessions and manage schedules, attendance, and policy adherence. Handle team escalations and resolve conflicts.
2. Performance & Quality – Monitor QA scores and productivity; ensure client requirements, SLAs, and company standards are met; identify training needs and implement performance improvement plans when necessary.
3. Operational Management – Track daily/weekly/monthly performance and prepare reports; manage workforce planning, shift rosters, and task assignments; collaborate with QA, Training, WFM, HR, IT; act as point of contact for client escalations and communicate updates to the team.