Operations Team Leader

1201 Global BPO; Mandaluyong; On-site; PHP 550,000 - 850,000; Full time

Job summary

1201 Global BPO is seeking an Operations Team Leader to guide frontline teams in Mandaluyong City, Philippines. The role focuses on driving consistent performance across assigned lines of business and ensuring daily operational execution.

You will coach and develop staff, monitor KPIs, and escalate issues as needed, while collaborating with Training & QA, HR, and other support teams to uphold quality and compliance.

Qualifications

• Bachelor's degree or equivalent relevant work experience.
• 1–2 years of Team Leader or equivalent people-management experience in BPO/contact center environment.
• Proven experience managing frontline employees and KPIs.
• Strong coaching, feedback, and people-development skills.
• Good understanding of quality, productivity, and operational compliance.
• Strong communication, problem-solving, and decision-making skills.

Responsibilities

• Lead, coach, and develop team members through regular feedback and coaching.
• Monitor performance against KPIs including productivity and quality.
• Identify gaps and implement coaching and action plans.
• Manage daily team operations, staffing, attendance, and shift requirements.
• Review customer interactions to reinforce quality and compliance.
• Collaborate with Training & QA on audits and improvements.
• Communicate policies and updates clearly and consistently.
• Conduct regular team huddles and report on targets and priorities.
• Handle escalations and guide on complex cases.
• Support frontline operations during peak periods.

Skills

Coaching

People development

Communication

Problem-solving

Decision-making

Team leadership

Education

Bachelor's degree

Job description

About the Role

1201 Global BPO OPC is looking for a hands-on and results-oriented Operations Team Leader to lead frontline teams and drive consistent performance across assigned lines of business.

The Operations Team Leader is responsible for day-to-day team performance, coaching and development, quality and process compliance, and operational execution. Depending on business requirements, the role may support Customer Service, Sales, or other operational programs.

The role works closely with Operations, Training & QA, HR, and other support teams to ensure employees have the direction, coaching, and support needed to perform successfully.

Key Responsibilities

• Lead, coach, and develop team members through regular feedback, coaching, performance discussions, and ongoing support.

• Monitor individual and team performance against established KPIs, including productivity, quality, attendance, schedule adherence, and applicable program or sales targets.

• Identify performance gaps and implement appropriate coaching, action plans, and performance interventions.

• Manage daily team operations, including staffing, attendance, workload, escalations, and shift requirements.

• Conduct regular reviews of customer interactions and operational activities to reinforce quality and process compliance.

• Work closely with Training & QA on audit findings, calibrations, coaching opportunities, process updates, and performance improvement.

• Ensure company policies, procedures, program guidelines, and operational updates are clearly communicated, understood, and consistently followed.

• Conduct regular team huddles and keep employees informed of targets, performance, priorities, and process changes.

• Handle customer and operational escalations and provide guidance on complex cases.

• Maintain a hands-on understanding of frontline operations and provide additional team support during peak periods or when operational needs require.

• Prepare and submit accurate daily, weekly, and other required operational and performance reports.

• Recognize strong performance while addressing performance or behavioral concerns promptly and appropriately.

• Support employee engagement and maintain a professional, collaborative, and accountable team environment.

• Partner with Operations and support departments on matters affecting employees, customers, and business performance.

• Maintain strong knowledge of assigned processes and provide frontline operational support when business needs require it.
  

Qualifications

• Bachelor’s degree or equivalent relevant work experience.

• At least 1–2 years of Team Leader or equivalent people-management experience, preferably in a BPO, contact center, sales, e-commerce, or customer service environment.

• Proven experience managing frontline employees and performance against defined KPIs.

• Strong coaching, feedback, and people-development skills.

• Good understanding of quality, productivity, performance management, and operational compliance.

• Strong communication, problem-solving, and decision-making skills.

• Comfortable handling escalations, difficult conversations, and performance concerns.

• Able to analyze performance data and translate findings into practical actions.

• Organized and capable of managing multiple operational priorities.

• Must be willing to work on-site in Mandaluyong City and on a shifting schedule, including weekends and holidays as required by business operations.

What We’re Looking For

We’re looking for an Operations Team Leader who leads people, not just numbers.

The ideal candidate is visible, approachable, and accountable. They understand their team's performance, identify where support is needed, provide timely coaching, and follow through on agreed actions.

They should be comfortable leading teams in a performance-driven environment while balancing people development, quality, compliance, customer experience, and business results.

As our operations continue to grow, we also value leaders who are adaptable and comfortable learning and supporting different lines of business, including Customer Service and Sales.