Ops Team Lead: Tech Support for HR & Workforce Systems

Dencom Consultancy & Manpower Services; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Dencom Consultancy & Manpower Services is seeking a seasoned Operations Team Lead to guide a Technical Support Representatives team. You will drive KPIs and SLAs, monitor performance and quality, and escalate complex issues to ensure top-tier HR and workforce software support.

The role requires strong leadership, English proficiency, and a proven track record in BPO/shared services with SLA-driven environments. Onsite work is required at Eastwood, Quezon City.

Qualifications

• Excellent English communication skills (written and verbal).
• Minimum of 3 consecutive years of experience as an Operations Team Lead.
• Strong technical support background handling HR, Workforce, and HCM software accounts.
• Proven leadership and people management capabilities.
• Strong analytical and problem-solving abilities.
• Willingness to work onsite in Eastwood, Quezon City.

Responsibilities

• Lead, coach, and manage a team of Technical Support Representatives to meet operational KPIs and SLAs.
• Monitor team performance, productivity, attendance, and quality metrics; provide regular coaching.
• Serve as the primary escalation point for complex technical and customer issues.
• Ensure high-quality technical support for HR and workforce-related software solutions.
• Collaborate with Operations Managers, QA, Training, and Workforce teams to improve processes.
• Conduct team meetings, performance reviews, and coaching sessions.
• Identify operational gaps and recommend process improvements.
• Ensure compliance with company policies, data security standards, and client requirements.
• Prepare and analyze operational reports and dashboards.

Skills

Operations leadership

Leadership & people management

Analytical & problem-solving

Excellent English communication

Data-driven decision making

BPO/shared services experience

SLA-driven operations

Multi-priority management

Onsite work in Eastwood

Tools

HR software

Workforce Management Software

Human Capital Management (HCM) Software

Time and Payroll Software

AI solutions for HR

Workforce analytics platforms

Job description

Dencom Consultancy & Manpower Services is seeking a seasoned Operations Team Lead to guide a Technical Support Representatives team. You will drive KPIs and SLAs, monitor performance and quality, and escalate complex issues to ensure top-tier HR and workforce software support.

The role requires strong leadership, English proficiency, and a proven track record in BPO/shared services with SLA-driven environments. Onsite work is required at Eastwood, Quezon City.