Shift & Workforce Lead - BPO Operations

Relia Sourcing; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Relia Sourcing is seeking a Team Lead in the Philippines to oversee day-to-day operations and optimize workforce utilization across shifts. You will lead a team of agents, coach performance, and ensure service levels are met through effective staffing and shift coordination.

The role requires BPO experience, leadership skills, and proficiency in Excel and reporting tools. You will partner with WFM and Operations to maintain coverage and drive KPI achievement.

Qualifications

• Bachelor’s degree in a related field preferred.
• 2–3 years BPO experience, with at least 1 year in a supervisory role.
• Experience in manpower planning, scheduling, or workforce coordination is an advantage.
• Strong knowledge of BPO operations, service levels and planning principles.
• Proficiency in Excel and reporting tools; good communication and leadership skills.

Responsibilities

• Oversee day-to-day operations and optimize workforce utilization.
• Lead a team of agents, coach performance, monitor attendance and productivity.
• Plan manpower needs based on forecasted workloads and shifts.
• Coordinate shifts, handovers, and coverage across all shifts.
• Monitor real-time KPIs, address staffing gaps, and report to management.

Skills

Team leadership

Workforce scheduling

Communication

Coaching

Education

Bachelor’s degree in Business Administration/Management/Human Resources

Tools

Microsoft Excel

Workforce Management systems

Reporting tools

Job description

Relia Sourcing is seeking a Team Lead in the Philippines to oversee day-to-day operations and optimize workforce utilization across shifts. You will lead a team of agents, coach performance, and ensure service levels are met through effective staffing and shift coordination.

The role requires BPO experience, leadership skills, and proficiency in Excel and reporting tools. You will partner with WFM and Operations to maintain coverage and drive KPI achievement.