Operations Team Lead: Drive Performance & Service Excellence

Teleperformance; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Teleperformance is seeking a Team Leader to oversee day-to-day operations within a BPO setting. The role focuses on coaching, performance management, and driving KPIs while maintaining service excellence.

The ideal candidate will lead a team of customer service representatives, analyze data for improvements, and ensure policy compliance. Onsite work with a rotating schedule is expected.

Qualifications

• 2-3 years as Team Leader in a BPO.
• Coaching, performance management, and team development.
• Excellent communication, leadership and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Willing to work onsite with a shifting schedule.

Responsibilities

• Manage and lead a team of Customer Service Representatives.
• Monitor daily performance and ensure achievement of KPIs, SLAs, and productivity targets.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.
• Handle employee concerns, attendance issues, and disciplinary actions as needed.
• Facilitate team huddles, calibration sessions, and engagement activities.
• Collaborate with Operations Managers and support teams to drive business objectives.
• Ensure adherence to company policies, compliance requirements, and client expectations.
• Develop action plans to improve team performance and customer experience.

Skills

Leadership

Coaching

Performance Mgmt

Team Development

Communication

Analytics

MS Office

Tools

Microsoft Office

Job description

Teleperformance is seeking a Team Leader to oversee day-to-day operations within a BPO setting. The role focuses on coaching, performance management, and driving KPIs while maintaining service excellence.

The ideal candidate will lead a team of customer service representatives, analyze data for improvements, and ensure policy compliance. Onsite work with a rotating schedule is expected.