Service Operations Team Manager

Origo BPO Pty; Philippines; Hybrid; PHP 893,000 - 1,339,000; Full time

Job summary

Origo BPO Pty seeks a Service Operations Team Manager to supervise and inspire a dispatch, service coordination or customer service team in a hybrid, extended-hours environment. You will ensure timely responses, manage handovers, and drive operational excellence across shifts.

The role requires 5+ years in team leadership within a BPO or shared-services setting, with strong communication, coaching and operational discipline to meet client targets.

Qualifications

• Bachelor's degree required.
• 5+ years of Team Leader experience.
• Experience in BPO or shared-services and extended-hours or 24/7 operations.
• Strong leadership and coaching abilities.

Responsibilities

• Create an inspiring team environment with open communication.
• Set clear team goals and delegate tasks with deadlines.
• Oversee day-to-day operations and monitor performance.
• Report on metrics and drive continuous improvement.
• Lead daily huddles and queue reviews.
• Represent team delivery in client conversations and reports.
• Ensure coverage discipline and back-ups for deliverables.
• Push for timely escalation and resolution of issues.

Skills

Team Leadership

Communication skills

Coaching

Time management

Organizational skills

Education

Bachelor's Degree

Tools

CMMS

CRM

Talkdesk

RingCentral

WebEx

Job description

About the job Service Operations Team Manager

ABOUT THE ROLE

The Team Manager is responsible for supervising, managing, and motivating team members daily. As a Team Manager, you will be the contact point for all team members, so your communication skills should be excellent. In the Service Operations Practice, the Team Manager runs a dispatch, service coordination or customer service team on an extended-hours or 24/7 operation. The role is accountable for what reaches the client's sites and customers — that work orders are dispatched and closed, that calls and emails are answered inside the window, and that nothing is lost across a shift handover. Hands-on queue work is not part of the role.

KEY RESPONSIBILITIES

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operations
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members' feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Build strong relationships with different POC's based on Portfolio's assigned
• Participating in CI Projects
• Run daily huddles and queue reviews
• Produce a documented shift endorsement at every handover
• Look back across the preceding shift at the start of your own, not only the current queue
• Hold queue health across work orders, cases, calls, shared mailboxes and voicemail — nothing unactioned beyond the agreed threshold
• Hold dispatch accuracy — correct trade, priority and site, and the right technician or vendor assigned
• Triage emergency work orders ahead of routine
• Hold preventive maintenance schedule compliance
• Close work orders complete — the field detail billing needs captured before the work order is closed
• Manage real-time adherence and login discipline
• Schedule breaks and lunches against interval volume, and name a backup for every absence
• Answer calls inside the committed window
• Hold the hold-time standard — set the expectation and update the caller as minutes lapse
• Return every missed call within the shift
• Run side-by-sides, and call and work order audits
• Keep a coaching log — behaviour-based action items, each with a follow-up
• Escalate repeat issues into due process rather than coaching them again
• Track ASA, abandon rate and hold time, work order turnaround, backlog and aging, QA scores and per-person productivity
• Surface blockers, sanity-check workloads, and flag delivery risks early
• Represent the team's delivery status and performance credibly in client conversations, including WBRs and MBRs
• Own the weekly per-account performance report, delivered on the committed day, every week
• Log client VOCs and incidents in Jira and manage them through to resolution per the SD playbook
• Ensure coverage discipline: no leave without a named backup for deliverables due during the absence
• Hybrid work setup, with occasional on-site reporting as required by business needs
• Work coverage or scope may be adjusted based on operational requirements

KEY PERFORMANCE INDICATORS

• SLA attainment — response, dispatch and resolution within committed per-account targets
• Queue health — zero items unactioned beyond threshold; zero missed shift handovers
• Telephony — ASA, abandon rate and hold time within target; 100% of missed calls returned within the shift
• Preventive maintenance compliance — scheduled work orders completed within the committed window
• Quality — QA score at or above target, with outliers closed
• Per-FTE productivity — at or above account baseline
• Client health — CSAT at target; escalation-free streak tracked

SKILLS AND QUALIFICATIONS

Educational background required / desired:

• Bachelor's Degree

Work experience required / desired:

• Proven 5+ years of Team Leader experience
• Service operations background — dispatch, work order management, field service coordination, service desk or inbound customer service — in a BPO or shared-services environment
• Experience running a shift in an extended-hours or 24/7 operation

Communications skills required / desired:

• 9/10
• Advanced

Other qualifications:

• Prefer with Team Leader experience/background
• Proven strong leadership and Influencing skills
• Strong ability to coach and motivate Team Members.
• Excellent time management skills and the ability to prioritize work.
• Results-oriented and strong organizational skills.
• Excellent written and verbal communication skills.
• Understands the work order lifecycle and where it usually breaks — intake, dispatch, endorsement, and the handoff into billing
• Able to read a queue and aging report, an interval-level telephony report and a QA scorecard, and ask the right questions on backlog, coverage and outliers
• Familiarity with CMMS and work order platforms, client service portals, CRM and ticketing tools, and telephony reporting such as Talkdesk, RingCentral or WebEx
• Past background as a dispatcher, service coordinator or TSR/CSR who moved into people management is a strong plus