Specialized Operations Team Lead: Coach, Optimize, Deliver

XtendOps; Cebu City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

The role emphasizes coaching, regular performance reviews, and ongoing process improvements to meet client standards. Strong analytical and leadership skills are essential to guide and develop the team effectively.

Qualifications

• At least 2 years in a BPO, shared services, or business operations environment.
• At least 1 year of experience in a Team Lead or supervisory role.
• Experience leading specialized or non-voice teams preferred.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple priorities with stakeholders.
• Experience with performance metrics, reporting, and process improvement.
• Comfortable working with data, reports, and business-related tools.
• Strong leadership to coach and develop specialized professionals.

Responsibilities

• Lead, coach, and support a team of specialized professionals.
• Monitor team performance, productivity, quality, and adherence to client requirements.
• Assign workloads and ensure deliverables are completed accurately and on time.
• Conduct regular coaching, performance reviews, and one-on-one sessions.
• Identify process gaps and implement improvements to increase efficiency.
• Review reports, analyses, and other team deliverables for accuracy and quality.
• Coordinate with Operations, Quality, Training, and client stakeholders as needed.
• Handle escalations and resolve operational or performance-related concerns.
• Ensure team members follow established processes, policies, and client standards.
• Provide regular performance updates and insights to management.
• Support new hires through onboarding, training, and performance ramp-up.

Skills

Analytical skills

Communication

Problem solving

Leadership

Data/report familiarity

Process improvement

Stakeholder management

Multitasking

Job description

The role emphasizes coaching, regular performance reviews, and ongoing process improvements to meet client standards. Strong analytical and leadership skills are essential to guide and develop the team effectively.