Operations Team Leader: Coaching, KPIs & Engagement

Virtual Staffing Solutions; Cebu City; On-site; PHP 420,000 - 650,000; Full time

Job summary

Virtual Staffing Solutions in Cebu City seeks an experienced Team Leader to oversee daily performance, productivity, attendance, and overall team management within a BPO environment.

You will coach, drive KPIs, ensure policy compliance, and foster engagement while collaborating with Quality, Training, HR, and IT to meet client requirements. Strong leadership and communication are essential to motivate the team and resolve escalations.

Qualifications

• Minimum 2 years of experience as a Team Leader in the BPO industry.
• Excellent communication, leadership, and interpersonal skills.
• Proven ability to manage retention and attrition, and drive KPIs.
• Strong client relations management skills.

Responsibilities

• Manage day-to-day operations of assigned team/s
• Monitor team performance against productivity, quality, SLA, CSAT, AHT, and attendance metrics
• Conduct regular coaching sessions, feedback discussions, and performance reviews
• Ensure adherence to company policies, client requirements, and operational processes
• Drive employee engagement, motivation, and team morale
• Handle escalations and provide timely resolution to operational concerns
• Collaborate with cross-functional departments such as Quality, Training, WFM, HR, and IT
• Analyze reports and identify opportunities for performance improvement
• Support operational initiatives, process improvements, and client requirements

Skills

Team leadership

Communication

Interpersonal skills

Client relations

Job description

Virtual Staffing Solutions in Cebu City seeks an experienced Team Leader to oversee daily performance, productivity, attendance, and overall team management within a BPO environment.

You will coach, drive KPIs, ensure policy compliance, and foster engagement while collaborating with Quality, Training, HR, and IT to meet client requirements. Strong leadership and communication are essential to motivate the team and resolve escalations.