Operations Team Lead

Relay Human Cloud; Makati; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

Relay Human Cloud is seeking an experienced Team Lead to manage an offshore operations team serving U.S.-based stakeholders. The role focuses on driving performance, coaching, and process improvements while ensuring high-quality deliverables.

You will collaborate across time zones and guide training, quality, and compliance initiatives. Ideal candidates have strong leadership, excellent communication, and a proactive approach to problem-solving, with willingness to work onsite during night

Qualifications

• Minimum of 5 years of team leadership experience in a BPO or shared services environment.
• Strong people management and coaching skills.
• Excellent verbal and written communication abilities.
• Proactive mindset with strong problem-solving and organizational skills.
• Willingness to work onsite during night shift hours (8:00 AM to 5:00 PM Central time) to align with U.S. teams.

Responsibilities

• Lead, mentor, and manage a high-performing team to meet service level expectations.
• Monitor team performance and ensure timely, accurate delivery of tasks.
• Conduct daily check-ins with the team to review priorities, progress, and address blockers.
• Manage workload distribution, schedule adherence, and shift coverage.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Identify inefficiencies in current workflows and recommend process enhancements.
• Help document standard operating procedures and support rollout of updated processes.
• Participate in implementation of new tools or platforms by providing team insights and supporting change management.
• Act as the main point of contact for U.S.-based teams and internal stakeholders.
• Ensure smooth communication across time zones and departments.
• Provide regular status updates, flag issues, and propose solutions proactively.
• Ensure new team members are onboarded and trained effectively.
• Support the creation and delivery of refresher or upskilling sessions.
• Monitor adherence to internal policies, client expectations, and quality standards.

Skills

Team leadership

People management

Communication

Problem solving

Organizational skills

Onsite night shift work

Tools

Microsoft Excel

Job description

We are looking for an experienced Team Lead to manage and support an offshore operations team serving U.S.-based stakeholders. This role is ideal for someone with a solid background in BPO team leadership, who excels at managing performance, coordinating with global teams, and driving operational improvements. You will play a key role in ensuring high-quality deliverables, fostering a positive team culture, and supporting the implementation of new systems and processes.

Key Responsibilities

Team Leadership & Daily Operations

• Lead, mentor, and manage a high-performing team to meet service level expectations
• Monitor team performance and ensure timely, accurate delivery of tasks
• Conduct daily check-ins with the team to review priorities, progress, and address blockers
• Manage workload distribution, schedule adherence, and shift coverage
• Conduct regular coaching, feedback sessions, and performance reviews

Process Oversight & Continuous Improvement

• Identify inefficiencies in current workflows and recommend process enhancements
• Help document standard operating procedures and support rollout of updated processes
• Participate in implementation of new tools or platforms by providing team insights and supporting change management

Stakeholder Collaboration

• Act as the main point of contact for U.S.-based teams and internal stakeholders
• Ensure smooth communication across time zones and departments
• Provide regular status updates, flag issues, and propose solutions proactively

Support for Training, Quality, and Compliance

• Ensure new team members are onboarded and trained effectively
• Support the creation and delivery of refresher or upskilling sessions
• Monitor adherence to internal policies, client expectations, and quality standards

Required Skills & Qualifications

• Minimum of 5 years of team leadership experience in a BPO or shared services environment
• Strong people management and coaching skills
• Excellent verbal and written communication abilities
• Proactive mindset with strong problem-solving and organizational skills
• Proficiency in Microsoft Excel and other productivity tools
• Willingness to work onsite during night shift hours (8:00 AM to 5:00 PM Central time) to align with U.S. teams

Preferred but Not Required

• Experience working with U.S.-based clients or cross-border teams
• Exposure to process documentation and SOP development

Why Join Us?

Collaborative and inclusive work environment

Career development and growth opportunities

Work with international teams and gain global exposure