Shift Lead | On-site | Alabang | Shifting

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

Job Overview:

• Work on-site at Filinvest, Muntinlupa but will do occasional visit in both Laguna and Clark sites for max 1 week stay.

• Rotating shift schedule

• 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.

The main responsibilities of a SHIFT LEAD include:

I - Shift Operations Management

• Oversee day-to-day tele-operation activities during assigned shifts and ensuresmooth operational execution.

• Monitor workforce attendance, schedule adherence, break compliance, and shiftreadiness to maintain adequate staffing and operational coverage.

• Ensure tele-operators comply with established SOPs, workflows, securityprotocols, and operational standards while meeting productivity and quality expectations.

• Identify, document, and escalat 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.

II - Coordination with BPO Partner

• Serve as the primary operational point of contact during assigned shifts, ensuringeffective coordination between tele-operators, BPO partner representatives, and stakeholders.

• Coordinate and elevate facilities, IT, equipment, and operational concerns to theappropriate BPO partner point-of-contact and internal stakeholders to supporttimely resolution and minimize operational disruption.

• Support the implementation of operational directives, process updates, andinitiatives from Headquarters, ensuring clear communication and alignmentacross all affected personnel.

• Maintain regular communication with Site Leads, Operations Analysts, andHeadquarters regarding shift activities, operational concerns, and keydevelopments requiring attention.

III - People Management and Coaching

• Provide floor support, guidance, and operational coaching to tele-operatorsduring assigned shifts.

• Monitor employee performance and adherence to operational standards andprovide immediate feedback when necessary.

• Assist in onboarding support, skills reinforcement, and knowledge transferinitiatives in coordination with Operations Analysts and Team Leads.

• Promote adherence to robotic tele-operation best practices, safety requirements,and operational procedures.

• Identify performance gaps and development opportunities and elevaterecommendations to the Site Lead and Operations Analyst.

• Conduct shift huddles, briefings, and operational alignment meetings tocommunicate updates, priorities, and expectations.

• Support employee engagement efforts by addressing day-to-day concerns andescalating employee relations matters when necessary.

IV - Alignment with Headquarters

• Prepare and submit shift reports covering attendance, productivity, operationalissues, and key observations.

• Maintain accurate records of shift activities, performance concerns, coachingdiscussions, and escalation actions.

• Escalate critical operational issues to the Site Lead, Headquarters, and relevantstakeholders in a timely manner.

• Support operational reviews and continuous improvement initiatives by providingaccurate data, insights, and recommendations based on shift performance andobservations.