Operations Team Leader

OFFSHORE BUSINESS PROCESSING INC.; Philippines; On-site; PHP 446,000 - 502,000; Full time

Benefits offered by this job

HMO on Day 1

Rewards and recognition programs

Travel opportunities

Work-life balance

Learning and development

Job summary

OFFSHORE BUSINESS PROCESSING INC. is seeking a Team Leader in its BPO operation. You will guide a team, manage accounts, and drive performance while coordinating with HR, QA and training functions.

The role requires strong communication, leadership, and reporting skills, with experience in staffing and process optimization. Ortigas or Cubao-based, full-time position with shifting schedules.

Qualifications

• Minimum 3 years’ experience as a Team Leader in a BPO.
• Excellent MS Office, PowerPoint and Excel skills.
• Ability to implement strategies, action plans and goals.
• Strong reporting skills.
• Previous leadership experience in a BPO or freight forwarding context.
• Proven problem-solving and decision-making abilities.
• Ability to mentor staff and handle client issues.
• Experience developing efficient business processes.
• Knowledge of workforce management and staffing.
• Willing to work shifting schedules and holidays; location in Ortigas or Cubao.

Responsibilities

• Develop and sustain a high-performance company culture that motivates staff.
• Provide direction to team members for performance and career progression.
• Manage day-to-day accounts operations and staffing levels.
• Coordinate workflow to meet targets and objectives.
• Develop action plans and key projects to close gaps.
• Ensure quality, processing time, and productivity standards.
• Participate in management meetings to boost productivity and knowledge.
• Deliver complex client engagements and implement solutions for the company.
• Submit weekly and monthly reports to the Team Manager/Director of Operations.
• Address staff needs, performance issues, and conflicts.
• Collaborate with HR, Training and QA to support business strategies.
• Streamline processes to meet cost and efficiency goals.
• Keep customer needs at the forefront of strategy and actions.
• Understand and meet service level agreements.

Skills

Communication skills

Leadership

Reporting

Problem solving

Tools

MS Office

PowerPoint

Excel

Job description

Job Summary

• HMO on Day 1

• Receive promising perks and rewards

• Experience travel opportunities

• Get recognized for what you do

• Achieve work-life balance

• Improve exponentially with enhanced learning

Responsibilities

Salary : 40,000 - 45,000

• Develop and maintain an energetic, high performance company culture that inspires employee commitment, implement Rewards and Recognition programs that drive key behaviors and motivate employees

• Provide work direction of all team members on enhancing organization performance and career progression

• Manage the day to day operation of the accounts of the company

• Manage staffing level to ensure that staffing needs meets business requirements

• Manage and coordinate workflow to achieve established business targets and objectives.

• Develops action plan, key projects and initiative to bridge gaps.

• Ensure that all performance and service standards are met in the areas of quality, processing time and productivity

• Attend regular meetings with management to improve productivity, product knowledge, and customer satisfaction

• Deliver complex client engagements that help identify, design, and implement creative business solutions for the company

• Submit weekly and monthly report to the Team Manager / Director of Business Operations

• Address the needs, concerns, performance issues, motivation issues, and conflicts of the Teams

• Partner with Human Resources, Training and Quality departments to develop and implement policies and programs to support the company's business strategies

• Enhance overall value through assessing service level operation efficiencies and stream lining processes to ensure that our requirements are met in a cost-effective manner

• Keep customer needs at the forefront of all business strategies, initiatives and decisions and evaluate all actions in terms of their value to the customer

• Understand customer service level agreements as assigned

Requirements

• Candidate must have a minimum of 3 years' experience as a Team Leader in a BPO environment

• Possesses excellent communication skills: listening, verbal and written. Proficient in MS Office, Strong PowerPoint and Excel skills

• Demonstrated ability to implement and develop strategies, build action plans and set goals

• Possesses excellent reporting skills

• Previous leadership/supervisory experience in a BPO environment/freight forwarding company

• Proven innovative problem-solving abilities and decision-making skills required, in addition to prioritization and planning skills

• Demonstrated ability to deal with issues involving clients

• Demonstrated experience in handling complex employee issues

• Must know how to mentor staff

• Must be extremely knowledgeable of process and client management

• Must have experience in developing business processes leading to increased operational efficiency

• Exhibits good understanding of statistical reports, workforce management and staffing

• Willing and able to work on a shifting schedule and holiday

• Applicants must be willing to work in Ortigas or Cubao