Operations Team Lead: Coaching, Performance & Escalations

EXL Service Philippines, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking an Assistant Manager - Operations to lead a performance-driven team in delivering high-quality customer service within a fast-paced BPO environment.

You will coach, monitor metrics, handle escalations, and drive continuous improvements across voice and back-office processes. You will collaborate with cross-functional teams, manage staffing and workload, and ensure compliance with policies and information security standards, while fostering a culture of

Qualifications

• Minimum 5 years of customer service experience in a BPO environment.
• At least 2 years of supervisory or team leadership experience.
• Strong decision-making, problem-solving, and accountability skills.
• Proven ability to manage team performance and achieve operational metrics.
• Experience handling both voice and back-office processes.
• Excellent coaching, training, communication, and presentation skills.
• Strong stakeholder management and customer service orientation.
• Ability to work effectively in a fast-paced and dynamic environment.
• Flexible, adaptable, and committed to operational excellence and compliance.

Responsibilities

• Lead, motivate, and manage a team to achieve performance and quality objectives.
• Conduct regular coaching sessions, one-on-one reviews, and performance discussions.
• Monitor productivity, quality, and compliance metrics, and implement corrective actions when needed.
• Manage customer and client escalations and ensure timely resolution.
• Identify performance improvement opportunities and execute action plans.
• Collaborate with cross-functional teams to streamline processes and improve service delivery.
• Oversee workload distribution, queue management, and resource allocation.
• Support onboarding and development of new hires.
• Prepare and communicate operational reports, forecasts, and business updates.
• Ensure adherence to company policies, regulatory requirements, and information security standards.
• Foster employee engagement, teamwork, and a culture of continuous improvement.

Job description

EXL Service Philippines, Inc. is seeking an Assistant Manager - Operations to lead a performance-driven team in delivering high-quality customer service within a fast-paced BPO environment.

You will coach, monitor metrics, handle escalations, and drive continuous improvements across voice and back-office processes. You will collaborate with cross-functional teams, manage staffing and workload, and ensure compliance with policies and information security standards, while fostering a culture of