Operations Team Lead

John Clements Consultants, Inc.; Mimaropa; On-site; PHP 420,000 - 660,000; Full time

Job summary

John Clements Consultants, Inc. is seeking a hands-on Leader to oversee day-to-day operations of Customer Support and Back Office teams in a high-volume environment in the Philippines. You will coach, monitor performance, and ensure delivery of quality service.

You will analyze KPIs such as CSAT, response and resolution times, and implement process improvements, mentoring staff and conducting regular performance reviews.

Qualifications

• 3–5+ years of experience in BPO, call center, customer service, or operations.
• 1–2 years in a Team Lead or supervisory role.
• Experience managing customer support and/or back-office teams.
• Strong knowledge of KPI, productivity, and performance management.
• Experience in a high-volume customer support environment.
• Data-driven with ability to work with dashboards and reports.
• Excellent coaching, communication, and people-management skills.

Responsibilities

• Lead and supervise Customer Support and/or Back Office teams to ensure efficient daily operations
• Monitor team performance, productivity, attendance, quality, and service levels
• Ensure consistent delivery of high-quality customer service and support
• Handle escalated customer concerns and provide guidance to team members
• Monitor KPIs such as CSAT/NPS, response time, resolution time, ticket volume, backlog, productivity, and quality
• Conduct regular coaching sessions, team huddles, and performance reviews
• Identify training and development needs and support team members in achieving performance goals
• Prepare and analyze team performance reports and provide recommendations for improvement
• Identify operational gaps and implement process improvements to enhance efficiency and customer experience
• Ensure compliance with established processes, policies, and standard operating procedures

Skills

People management

Coaching

KPI tracking

Customer service excellence

BPO/call center experience

Data-driven

Performance reporting

Zendesk/TalkDesk

Multi-priority management

Tools

Zendesk

TalkDesk

Power BI

Job description

About the role

The successful candidate will be responsible for overseeing day-to-day team operations, managing performance, coaching team members, and ensuring the delivery of high-quality customer support and back-office services. This role is ideal for a hands-on people leader with strong BPO or call center experience, a customer-focused mindset, and the ability to use data and KPIs to drive team performance.

Key responsibilities

• Lead and supervise Customer Support and/or Back Office teams to ensure efficient daily operations
• Monitor team performance, productivity, attendance, quality, and service levels
• Ensure consistent delivery of high-quality customer service and support
• Handle escalated customer concerns and provide guidance to team members
• Monitor key performance indicators such as CSAT/NPS, response time, resolution time, ticket volume, backlog, productivity, and quality
• Conduct regular coaching sessions, team huddles, and performance reviews
• Identify training and development needs and support team members in achieving their performance goals
• Prepare and analyze team performance reports and provide recommendations for improvement
• Identify operational gaps and implement process improvements to enhance efficiency and customer experience
• Ensure compliance with established processes, policies, and standard operating procedures

About you

• 3–5+ years of experience in BPO, call center, customer service, or operations
• At least 1–2 years of experience in a Team Lead or supervisory role
• Experience managing customer support and/or back-office teams
• Strong knowledge of KPI, productivity, and performance management
• Experience working in a high-volume customer support environment
• Strong coaching, communication, problem-solving, and people management skills
• Data-driven and comfortable working with performance reports and dashboards
• Highly organized and capable of managing multiple priorities
• Experience with Zendesk, TalkDesk, Power BI, or similar platforms is an advantage