Operations Team Lead

Dencom Consultancy & Manpower Services; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Dencom Consultancy & Manpower Services is seeking a seasoned Operations Team Lead to guide a Technical Support Representatives team. You will drive KPIs and SLAs, monitor performance and quality, and escalate complex issues to ensure top-tier HR and workforce software support.

The role requires strong leadership, English proficiency, and a proven track record in BPO/shared services with SLA-driven environments. Onsite work is required at Eastwood, Quezon City.

Qualifications

• Excellent English communication skills (written and verbal).
• Minimum of 3 consecutive years of experience as an Operations Team Lead.
• Strong technical support background handling HR, Workforce, and HCM software accounts.
• Proven leadership and people management capabilities.
• Strong analytical and problem-solving abilities.
• Willingness to work onsite in Eastwood, Quezon City.

Responsibilities

• Lead, coach, and manage a team of Technical Support Representatives to meet operational KPIs and SLAs.
• Monitor team performance, productivity, attendance, and quality metrics; provide regular coaching.
• Serve as the primary escalation point for complex technical and customer issues.
• Ensure high-quality technical support for HR and workforce-related software solutions.
• Collaborate with Operations Managers, QA, Training, and Workforce teams to improve processes.
• Conduct team meetings, performance reviews, and coaching sessions.
• Identify operational gaps and recommend process improvements.
• Ensure compliance with company policies, data security standards, and client requirements.
• Prepare and analyze operational reports and dashboards.

Skills

Operations leadership

Leadership & people management

Analytical & problem-solving

Excellent English communication

Data-driven decision making

BPO/shared services experience

SLA-driven operations

Multi-priority management

Onsite work in Eastwood

Tools

HR software

Workforce Management Software

Human Capital Management (HCM) Software

Time and Payroll Software

AI solutions for HR

Workforce analytics platforms

Job description

• Lead, coach, and manage a team of Technical Support Representatives to achieve operational KPIs and service level agreements
• Monitor team performance, productivity, attendance, and quality metrics, providing regular feedback and performance coaching
• Act as the primary escalation point for complex technical and customer issues
• Ensure consistent delivery of high-quality technical support for HR and workforce-related software solutions
• Collaborate with Operations Managers, QA, Training, and Workforce teams to improve processes and performance
• Conduct team meetings, performance reviews, and coaching sessions
• Identify operational gaps and recommend process improvements
• Ensure compliance with company policies, data security standards, and client requirements
• Prepare and analyze operational reports and performance dashboards

• Lead, coach, and manage a team of Technical Support Representatives to achieve operational KPIs and service level agreements
• Monitor team performance, productivity, attendance, and quality metrics, providing regular feedback and performance coaching
• Act as the primary escalation point for complex technical and customer issues
• Ensure consistent delivery of high-quality technical support for HR and workforce-related software solutions
• Collaborate with Operations Managers, QA, Training, and Workforce teams to improve processes and performance
• Conduct team meetings, performance reviews, and coaching sessions
• Identify operational gaps and recommend process improvements
• Ensure compliance with company policies, data security standards, and client requirements
• Prepare and analyze operational reports and performance dashboards

Qualifications

• Excellent English communication skills (both written and verbal)
• Minimum of 3 consecutive years of experience as an Operations Team Lead
• Strong technical support background handling any of the following accounts:
• Human Resources Software
• Workforce Management Software
• Human Capital Management (HCM) Software
• Time and Payroll Software
• AI solutions for HR

Workforce Analytics and Trends platforms

• Proven leadership and people management skills
• Strong analytical and problem-solving abilities
• Willingness to work onsite in Eastwood, Quezon City

Preferred Skills

• Experience working in a BPO or shared services environment
• Familiarity with SLA-driven operations
• Ability to manage multiple priorities in a fast-paced environment
• Data-driven decision-making skills