Operations Team Lead — Drive Performance & Engagement

Virtual Staffing Solutions; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Virtual Staffing Solutions in Cebu City, Philippines, seeks an experienced Team Leader to oversee daily performance, productivity, attendance, and overall team management within a healthcare BPO. You will coach staff, monitor KPIs (productivity, quality, SLA, CSAT, AHT), conduct regular coaching and performance reviews, and ensure adherence to client requirements and company policies.

Collaborate with Quality, Training, WFM, HR and IT to drive improvements, handle escalations, boost engagement,

Qualifications

• 2+ years as Team Leader in BPO, healthcare account experience preferred
• Strong communication, leadership and interpersonal skills
• Proven ability to drive KPIs and manage retention/attrition

Responsibilities

• Manage day-to-day operations of the assigned team
• Monitor performance against productivity, quality, SLA, CSAT, AHT, and attendance
• Conduct regular coaching, feedback discussions, and performance reviews
• Ensure adherence to company policies, client requirements, and processes
• Drive engagement and team morale
• Handle escalations and provide timely resolutions
• Collaborate with Quality, Training, WFM, HR, and IT
• Analyze reports to identify performance improvement opportunities
• Support initiatives and client requirements

Skills

Leadership

Communication

People management

KPI management

Coaching

Job description

Virtual Staffing Solutions in Cebu City, Philippines, seeks an experienced Team Leader to oversee daily performance, productivity, attendance, and overall team management within a healthcare BPO. You will coach staff, monitor KPIs (productivity, quality, SLA, CSAT, AHT), conduct regular coaching and performance reviews, and ensure adherence to client requirements and company policies.

Collaborate with Quality, Training, WFM, HR and IT to drive improvements, handle escalations, boost engagement,