Senior Shift Lead, Operations & People Coach

KMC Solutions; Muntinlupa; On-site; PHP 502,000 - 837,000; Full time

Job summary

KMC Solutions is seeking a Shift Lead to manage day-to-day tele-operation activities from the Filinvest site in Muntinlupa, with occasional visits to Laguna and Clark. The role requires 3-4 years of relevant experience in operations, team supervision, or workforce coordination, preferably within a BPO or technology-enabled environment.

You will supervise shift operations, ensure SOPs and security protocols, coordinate with the BPO partner, monitor attendance and staffing, and provide coaching

Qualifications

• Must have at least 3-4 years of relevant experience in operations, team supervision, workforce coordination, or a similar role, preferably within a BPO or technology-enabled operations environment.

Responsibilities

• Oversee day-to-day tele-operation activities during assigned shifts and ensures smooth operational execution.
• Monitor workforce attendance, schedule adherence, break compliance, and shift readiness to maintain adequate staffing and operational coverage.
• Ensure tele-operators comply with established SOPs, workflows, security protocols, and operational standards while meeting productivity and quality expectations.
• Identify, document, and escalate operational issues, equipment concerns, and workflow disruptions, taking immediate action when appropriate to minimize impact on service delivery.
• Provide timely updates to the Site Lead, Operations Head, and Headquarters regarding operational performance, incidents, and critical shift developments.
• Support business continuity efforts by assisting with operational adjustments during system outages, staffing shortages, or other disruptions.
• Monitor the condition and availability of operational workstations, tools, VR equipment, and related tele-operation resources, and coordinate the reporting of maintenance or technical concerns.
• Provide, monitor, and manage user access and authorization to internal proprietary platforms, ensuring compliance with established security protocols and access control requirements.
• Coordinate with HR on employee welfare, attendance concerns, workplace issues, and other people-related matters to help maintain employee engagement, well-being, and operational stability during assigned shifts.

Job description

KMC Solutions is seeking a Shift Lead to manage day-to-day tele-operation activities from the Filinvest site in Muntinlupa, with occasional visits to Laguna and Clark. The role requires 3-4 years of relevant experience in operations, team supervision, or workforce coordination, preferably within a BPO or technology-enabled environment.

You will supervise shift operations, ensure SOPs and security protocols, coordinate with the BPO partner, monitor attendance and staffing, and provide coaching