Operations Team Lead - Customer Experience & KPIs

RSD Human Resource Management Consultancy; Cebu City; On-site; PHP 502,200 - 725,400; Full time

Benefits offered by this job

Performance Bonus

Health Insurance

Life Insurance

HMO

Job summary

RSD Human Resource Management Consultancy in Cebu City is seeking a Team Leader - Operations to supervise a customer service team and drive performance to meet client KPIs. The role requires a Bachelor's degree and at least 2 years of BPO team leadership experience; on-site work is required.

You will coach, provide feedback, manage escalations, and collaborate with QA, Training, and WFM teams to sustain high-quality service.

Qualifications

• Bachelor's degree required.
• At least 2 years BPO industry experience.
• Minimum 2 years of team leader experience in a BPO.
• Amenable to work onsite.

Responsibilities

• Supervise and manage daily operations of assigned team.
• Monitor team performance against KPIs (AHT, CSAT, FCR, QA, productivity).
• Conduct regular coaching, feedback sessions, and performance reviews.
• Drive team engagement, motivation, and development.
• Handle escalations and resolve customer concerns in a timely manner.
• Ensure adherence to company policies, processes, and client requirements.
• Prepare and analyze reports on team performance and identify improvement areas.
• Collaborate with QA, Training, and WFM teams to improve performance.
• Support recruitment, onboarding, and training of new hires.
• Implement action plans to meet and exceed targets.

Skills

Team Leadership

People Management

Education

Bachelor's degree in any course

Job description

RSD Human Resource Management Consultancy in Cebu City is seeking a Team Leader - Operations to supervise a customer service team and drive performance to meet client KPIs. The role requires a Bachelor's degree and at least 2 years of BPO team leadership experience; on-site work is required.

You will coach, provide feedback, manage escalations, and collaborate with QA, Training, and WFM teams to sustain high-quality service.