Site Lead ( On-site, Clark Pampanga Office)

JOBS360; Mabalacat; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Day 1 HMO Coverage

Unlimited Barista Coffee

Free Parking & Shuttle

Premium Game Lounge

Social Passion Clubs

Engaging Monthly Events

Silver Referral Incentives

Statutory Benefits

Job summary

Shore360 is seeking a Site Lead to be the on-site client representative, directing day-to-day tele-operations and ensuring alignment with business objectives. You will oversee SOP adherence, governance, and performance across multiple BPO partner sites.

The role emphasizes staff planning, KPI tracking, and proactive issue resolution, with reporting to the Operations Head and regular updates to the client HQ. On-site at Clark, Pampanga.

Qualifications

• Must have seven years of relevant experience in a similar role within BPO or partnerships.
• At least 3 years of people management experience with performance oversight.
• Experience or familiarity with robotic tele-operations is an advantage.

Responsibilities

• Oversee site operations across BPO partner locations and ensure SLA alignment.
• Lead workforce efficiency, SOP adherence, and governance across functions.
• Manage KPIs, coaching, and capability growth for tele-operators.
• Coordinate with client HQ and HQ Operations for reporting and improvements.
• Ensure staffing aligns with demand forecasts and business continuity plans.

Skills

Leadership

English communication

BPO operations

People management

Quality improvement

Tools

VR headsets

Game controllers

Data annotation

Job description

About Shore360

Shore360 is a 100% Australian-owned BPO firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Job Overview :

The Site Lead serves as the primary on-site representative of the client in collaboration with outsourced BPO partners, ensuring alignment between workforce operations and overall business objectives.

The role oversees day-to-day site operations, driving workforce efficiency, ensuring adherence to standard operating procedures (SOPs), and compliance with established ways of working. It is also responsible for the productivity and performance of teleoperators, while ensuring consistent service delivery against key operational metrics.

The Site Lead ensures adherence to operational governance and established processes, facilities standards, and manages communication, escalations, and resolution of operational issues.

The role also oversees performance management and identifies individuals with potential for capability building to sustain efficiency, quality, and operational consistency among teleoperators across all site functions.

This role reports directly to the Operations Head. The role requires onsite presence at BPO partner locations, with regular reporting to the client Headquarters for workforce and operational alignment.

Key Responsibilities:

Site Operations Management

• Ensures compliance with established security protocols, operational standards, and regulatory requirements across all tele-operations site functions.
• Maintains alignment with defined operational processes and workflows to ensure consistency, efficiency, and service quality.
• Proactively identifies, escalates, and resolves operational issues and concerns that may impact productivity or service delivery.
• Monitors the status and condition of tele-operating equipment to ensure optimal performance and uninterrupted operations.
• Ensures that all tools and equipment are properly maintained through regular preventive maintenance schedules, and coordinates timely requests for repair, replacement, stocking, or additional procurement as needed.
• Oversees operational readiness by ensuring staffing alignment with demand forecasts, monitoring daily performance metrics, and supporting business continuity measures to minimize downtime during disruptions.
• Collaborates with relevant stakeholders to implement corrective actions, ensure compliance with service level expectations (SLAs), and drive continuous operational improvement.

Collaboration with BPO Partner

• Collaboration with the BPO Partner point person ensures that all facilities, IT infrastructure, and related operational requirements are adequately provided and maintained, without adversely affecting employee productivity or service delivery.
• Proactive coordination for operational disruptions to minimize impact on productivity and service delivery.
• Maintain regular coordination with the BPO partner regarding facilities or building-related concerns that may pose operational risks or disruptions, and report these to Headquarters for appropriate risk mitigation as needed.

People Management and Coaching

• Manage tele-operators across different sites within BPO partner environments and oversee daily operations.
• Monitor daily activities that directly impact tele-operator productivity and performance.
• Ensure workforce alignment with standard operating procedures (SOPs) and established processes to enable effective tele-operation.
• Lead tele-operator performance management by tracking KPIs and assigned metrics, as well as reviewing training logs to support continuous performance improvement.
• Operational Theory & Best Practices: Guide operators on robotic tele-operation principles, workflows, standard procedures, and best practices for effective task execution.
• Track learning progress and post-coaching outcomes in coordination with the HQ's Operations Analyst, Team Leads, HR, and customer stakeholders using performance metrics to assess capability growth and drive continuous improvement.
• Ensure that attendance and shifts are properly scheduled in accordance with policies and aligned with operational requirements.
• Conduct briefing and alignment meetings to ensure project updates and priorities are aligned with the client HQ.

IV - Alignment with the client Headquarters

• Reporting to the client Headquarters, the role ensures coordination of key operational governance areas, including issue resolution, escalation management, and strict adherence to standard operating procedures (SOPs). It provides real-time reporting and live operational updates to maintain transparency and ensure alignment with the client HQ and close collaboration with US stakeholders.
• The role coordinates closely with key client HQ personnel, including the Operations Head and Team Leads for day-to-day management; the Operations Analyst for training updates and operational enhancements; and HR for performance management, employee relations, and workforce welfare. It also ensures timely communication of critical operational developments, supports data-driven decision-making through accurate reporting, and contributes to continuous process improvement and operational efficiency.

Requirements and Qualifications:

• Must have a minimum of seven (7) years of relevant experience in a similar role or function, preferably within a collaborative BPO or partnership-driven environment. The role is responsible for overseeing operations at assigned locations and ensuring alignment between the organization and BPO partners.
• With at least 3 years of people management experience, including handling performance management, optimizing employee potential, sustaining site productivity, and ensuring the delivery of expected outputs.
• Familiarity with robotic tele-operations and data annotation is an advantage, though not a strict requirement.
• Strong willingness to learn and adapt to new tools, systems, and technologies used in robotic tele-operations, including VR headsets and game controllers.
• Strong and effective communication skills, both oral and written, in English, with the ability to effectively lead and collaborate with BPO partners as well as across teams and departments.
• Proactive mindset with the ability to identify and report escalation issues, as well as contribute to process improvements that optimize productivity and ensure alignment with HQ requirements as workflows evolve.
• Strong organizational and problem-solving skills with the ability to effectively identify, manage, and resolve operational issues in a timely manner.
• Demonstrates adaptability in a fast-paced, high-technology environment, viewing changes as opportunities for process improvement

Work Setup:

• 24/7 support: Rotating shifts, but the team will manage shift preferences while meeting operational requirements
• Full-time on-site at Clark, Pampanga (Building 28, Philexcel)

Shore Xtra Perks

• Day 1 HMO Coverage
• Unlimited Barista Coffee all shift long
• Free Parking & Shuttle
• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Silver Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays