Sr. Team Lead

Our Clients; Cebu City; On-site; PHP 720,000 - 1,080,000; Full time

Job summary

Our Clients in Cebu City seeks an experienced Senior Group Lead to oversee a fast-paced Contact Center/BPO team. You will provide leadership, coaching, and day-to-day operational direction to ensure targets are met while delivering exceptional customer experiences.

Responsibilities include coaching, performance management, escalation handling, and collaboration with Operations, Quality, Training, and WFM to drive improvements and maintain high service levels.

Qualifications

• Minimum of 4 years of work experience in a Contact Center/BPO environment.
• Minimum of 2 years of experience in a leadership position (Team Leader, Supervisor, Group Lead, or similar).
• Experience managing operational KPIs such as Service Level, Quality, Productivity, CSAT, AHT, and Attendance is preferred.
• Strong communication, interpersonal, and stakeholder management skills.

Responsibilities

• Lead and manage a team of customer service professionals to meet productivity, quality, service level, and customer satisfaction targets.
• Provide day-to-day operational direction, guidance, and support to team members.
• Monitor performance and conduct coaching, feedback, and performance improvement discussions.
• Ensure high-quality customer service in line with client and company standards.
• Address escalated customer concerns and provide appropriate resolutions.
• Monitor metrics and identify trends, gaps, and opportunities for improvement.
• Collaborate with Operations, Quality, Training, WFM, and other teams to address concerns and improve performance.
• Drive employee engagement, motivation, and retention through effective communication.
• Ensure adherence to policies, client requirements, processes, and compliance standards.
• Conduct team huddles and communicate updates, expectations, and process changes.
• Prepare regular performance updates and reports for management.
• Identify process and performance improvements and support corrective actions.
• Manage attendance, schedule adherence, and other workforce-related concerns.
• Serve as escalation point for complex issues and perform other leadership duties.

Skills

Team Leadership

People Management

Coaching

Performance Management

Customer Service Orientation

KPIs

Stakeholder Management

Analytical Thinking

Decision Making

Attendance & Scheduling

Tools

Excel

PowerPoint

Job description

We are looking for an experienced and customer-focused Senior Group Lead to oversee team performance and day-to-day operations within a fast-paced Contact Center/BPO environment. The role will provide leadership, coaching, and operational direction to ensure the team consistently meets performance targets while delivering an excellent customer experience.

Key Responsibilities

• Lead and manage a team of customer service professionals, ensuring achievement of productivity, quality, service level, and customer satisfaction targets.
• Provide day-to-day operational direction, guidance, and support to team members.
• Monitor team performance and conduct regular coaching, feedback, and performance improvement discussions.
• Ensure consistent delivery of high-quality customer service in accordance with client and company standards.
• Address escalated customer concerns and provide appropriate resolutions while maintaining a customer-centric approach.
• Monitor operational metrics and identify performance trends, gaps, and opportunities for improvement.
• Partner with Operations, Quality, Training, WFM, and other support teams to address operational concerns and improve team performance.
• Drive employee engagement, motivation, and retention through effective communication and people management practices.
• Ensure adherence to company policies, client requirements, processes, and compliance standards.
• Conduct team huddles and communicate business updates, performance expectations, and process changes.
• Prepare and provide regular performance updates and reports to management.
• Identify process and performance improvement opportunities and support the implementation of corrective action plans.
• Manage attendance, schedule adherence, and other workforce-related concerns within the team.
• Serve as an escalation point for complex operational and customer-related issues.
• Perform other leadership and operational responsibilities as assigned.

Qualifications

• Minimum of 4 years of work experience in a Contact Center/BPO environment.
• Minimum of 2 years of experience in a leadership position, such as Team Leader, Supervisor, Group Lead, or similar role.
• Strong experience in people management, coaching, and performance management.
• Strong customer service orientation with a demonstrated ability to manage customer concerns effectively.
• Experience managing operational KPIs such as Service Level, Quality, Productivity, CSAT, AHT, and Attendance is preferred.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to make sound decisions and handle escalations in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Willing to work on shifting schedules, weekends, and holidays depending on business requirements.

Preferred Skills

• Experience managing large or multi-team operations.
• Background in customer service, sales, collections, or other customer-facing BPO operations.
• Experience in performance improvement and employee engagement initiatives.
• Strong understanding of Contact Center operations and performance management.