Operations Team Lead

Private Advertiser; Kawit; On-site; PHP 391,000 - 558,000; Full time

Job summary

Private Advertiser in Cavite, Philippines is seeking a results-driven Team Leader to supervise a 10-15 agent group in a busy BPO environment. The role focuses on coaching, monitoring performance, and ensuring payroll input accuracy while upholding client expectations.

You will lead by example, enforce company policies and SOPs, and coordinate staffing to maintain coverage and meet service levels. The ideal candidate has strong leadership, organizational skills, and experience with CRM and

Qualifications

• Minimum 2-3 years of experience in a BPO environment with at least 1 year in a supervisory or leadership role.
• Preferably proven Team Lead experience in BPO.
• Strong leadership and team management skills.
• Proficiency in performance metrics and reporting tools.
• Strong organizational skills and attention to details.
• Knowledge of CRM software, call management systems, and reporting tools used in BPO industry.

Responsibilities

• Directly manage a team of 10-15 or more agents, including discipline, discharge, and payroll input accuracy.
• Review and evaluate agents' performance weekly, monthly and quarterly; identify root causes and create improvement plans.
• Maintain up-to-date product and procedural knowledge from updates, meetings, trainings and briefings.
• Administer company policies, best practices, and SOPs to facilitate performance exceeding client expectations.
• Track and report team's attendance and arrange coverage to meet staffing and client hours.
• Perform other duties as assigned.

Skills

BPO leadership

Team lead experience

Leadership

Performance metrics

Reporting tools

CRM software

Call management systems

Organizational skills

Tools

CRM software

Call management systems

Reporting tools

Job description

Qualifications:

• Minimum of 2-3 years of experience in a BPO environment, with at least 1 year in a supervisory or leadership role.

• Preferably Proven Team lead experience in BPO

• Strong leadership and team management skills.

• Proficiency in performance metrics and reporting tools.

• Strong organizational skills and attention to details

• Knowledge of customer relationship management (CRM) software, call management systems, and reporting tools commonly used in the BPO industry

Key Responsibilities:

• Directly manage a team of 10-15 or more agents, including the provision of appropriate discipline, discharge, and ensuring accuracy of inputs regarding payroll documentation.

• Review and evaluate agents' performance on a weekly, monthly and quarterly basis. Pinpointing root cause for performance variance, trending, and creating improvement plans to correct and improve performance gaps.

• Maintain up-to-date level of product and procedural knowledge be being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.

• Responsible for administering company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.

• Responsible for accurately tracking and reporting the team's attendance and seeking coverage as needed to secure staffing and meet committed hours according to the client's expectations.

• Performs other duties as assigned.