Operations Team Leader: Multichannel Support & Growth

Lean Solutions Group; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. The Operations Team Leader will guide and mentor a group of customer support professionals to maintain exceptional service delivery across various interaction channels.

You will own team productivity, meet operational metrics, enforce compliance benchmarks, and cultivate a high-accountability culture.

Qualifications

• Proven leadership of frontline teams in CSE/BPO setting.
• Strong coaching and feedback skills with structured reviews.
• Ability to use data dashboards to drive improvements.
• Experience overseeing multi-channel support (chat, email, voice, social).

Responsibilities

• Lead and mentor a team of customer support agents across channels.
• Ensure SLA, turnaround times, and quality metrics are met.
• Conduct regular one-on-one coaching and performance reviews.
• Resolve escalations and coach for continuous improvement.
• Monitor schedules, attendance, and floor coverage.
• Collaborate with QA, Training, WFM, HR, and senior operations stakeholders.
• Support onboarding and development of new hires and tenured staff.
• Identify and implement workflow improvements to boost efficiency.

Skills

People leadership

Coaching

Data-driven decisions

Multichannel support

English communication

Job description

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. The Operations Team Leader will guide and mentor a group of customer support professionals to maintain exceptional service delivery across various interaction channels.

You will own team productivity, meet operational metrics, enforce compliance benchmarks, and cultivate a high-accountability culture.