Shift Operations Lead - Staffing & Coaching

Reliasourcing; Pasay; On-site; PHP 480,000 - 600,000; Full time

Job summary

Reliasourcing in Pasay, Philippines, seeks a Team Lead to oversee day-to-day operations of a customer service team and ensure optimal staffing and SLA performance. You will collaborate with WFM and Operations to maintain coverage across all shifts and drive KPIs.

The role requires 2–3 years in BPO, including supervisory experience, with strong leadership, Excel proficiency, and excellent communication skills. On-site work and rotating shifts are required.

Qualifications

• Bachelor’s degree in Business Administration, Management, Human Resources, or a related field.
• Minimum of 2–3 years of BPO experience, including at least 1 year in a supervisory or Team Lead role.
• Experience in manpower planning, workforce coordination, or scheduling is an advantage.
• Strong knowledge of BPO operations, service level management, and workforce planning principles.
• Proficiency in Microsoft Excel and reporting tools; familiarity with Workforce Management systems is preferred.
• Excellent leadership, organizational, analytical, and problem-solving skills.
• Strong communication and interpersonal skills.
• Willingness to work rotating shifts, weekends, holidays, and on-site work arrangement.

Responsibilities

• Supervise, coach, and develop a team of agents to achieve operational and performance goals.
• Conduct regular one-on-one coaching sessions and team meetings.
• Monitor attendance, productivity, quality, and adherence to company policies.
• Foster a positive and high-performing team environment.
• Assess daily, weekly, and monthly staffing requirements based on forecasted workloads.
• Identify staffing gaps and recommend solutions such as overtime, cross-training, or schedule adjustments.
• Coordinate with Workforce Management and Operations to ensure adequate staffing levels.
• Track headcount, attrition, leave schedules, and hiring requirements to support operational continuity.
• Prepare manpower reports and staffing recommendations for management.
• Develop and maintain shift schedules that align with operational requirements and SLAs.
• Assign team members to shifts while considering demand and availability.
• Manage shift rotations, changes, and emergency staffing requirements.
• Ensure smooth shift handovers and communicate updates between shifts.
• Monitor schedule adherence and address attendance or coverage issues promptly.
• Monitor real-time performance metrics including service levels, productivity, and occupancy.
• Take immediate action to address staffing shortages or workload imbalances.
• Support achievement of KPIs including customer satisfaction, quality, productivity, and attendance.
• Escalate operational risks and recommend corrective actions when necessary.
• Prepare staffing, attendance, and operational performance reports.
• Maintain accurate records of schedules, leave requests, and manpower utilization.
• Collaborate with HR, Recruitment, WFM, and other departments to support workforce planning.
• Communicate operational updates, schedule changes, and priorities to the team.

Skills

Leadership

Coaching

Team management

Communication

Interpersonal skills

Analytical skills

Problem solving

Education

Bachelor’s degree in Business Administration, Management, Human Resources, or a related field

Tools

Microsoft Excel

Reporting tools

Workforce Management systems

Job description

Reliasourcing in Pasay, Philippines, seeks a Team Lead to oversee day-to-day operations of a customer service team and ensure optimal staffing and SLA performance. You will collaborate with WFM and Operations to maintain coverage across all shifts and drive KPIs.

The role requires 2–3 years in BPO, including supervisory experience, with strong leadership, Excel proficiency, and excellent communication skills. On-site work and rotating shifts are required.