Team Lead

XtendOps, Inc.; Cebu City; On-site; PHP 446,000 - 893,000; Full time

Job summary

XtendOps, Inc. in Cebu City is seeking a proactive Team Lead to guide a customer service team and ensure operational excellence. You will coach, mentor, and manage performance while coordinating with clients and internal teams to deliver top-quality service.

The ideal candidate will have strong leadership, communication, and decision-making skills, plus a track record of motivating teams in fast-paced environments. This role requires adaptability and effective delegation in a dynamic BPO setting.

Qualifications

• Leadership experience leading teams in a BPO or customer service setting.
• Strong ability to inspire, coach, and drive team performance.
• Excellent verbal and written communication; ability to provide clear feedback.
• Capable of making timely and informed decisions in fast-paced environments.
• Adept at resolving conflicts and maintaining positive team dynamics.
• High emotional intelligence with adaptability across personalities and situations.
• Proven time management and prioritization under competing demands.
• Experience in setting and tracking KPIs, coaching for performance improvement.
• Comfort with evolving processes and technologies used in day-to-day operations.
• Solid technical proficiency with relevant systems and tools to support teams.

Responsibilities

• Coaching and Mentoring: provide feedback, identify skill gaps, and develop team members.
• Performance Management: monitor performance, set KPIs, provide feedback, address concerns.
• Motivation and Recognition: foster a positive culture and keep team engaged.
• Resource Allocation: manage schedules, time-off, workload distribution, and task assignments.
• Task Delegation: define responsibilities and assign tasks for balanced workloads.
• Workflow Management: oversee daily operations, remove roadblocks, ensure processes are followed.
• Reporting and Analysis: monitor KPIs and prepare regular management reports.
• Stakeholder Communication: liaise with clients, other departments, and management.
• Quality Assurance: ensure output meets quality standards and client expectations.

Skills

Leadership Experience

Leadership and Influence

Communication Skills

Decision-Making

Conflict Resolution

Emotional Intelligence

Time Management

Performance Management

Adaptability

Technical Proficiency

Job description

Job Summary:

We are seeking a dynamic and experienced Team Lead to guide, support, and develop team members while ensuring operational excellence. The ideal candidate will have strong leadership skills, a proven track record in people management, and the ability to drive performance in a fast-paced environment.

Key Responsibilities:

People Management & Development

• Coaching and Mentoring: Provide regular feedback, identify skill gaps, and coach team members to support their professional growth.

• Performance Management: Monitor team performance, set clear goals and KPIs, provide constructive feedback, and address performance concerns effectively.

• Motivation and Recognition: Foster a positive team culture, recognize achievements, and keep team members engaged and motivated.

• Resource Allocation: Manage team schedules, time-off requests, workload distribution, and task assignments based on individual strengths and business needs.

Execution and Strategy

• Task Delegation: Clearly define responsibilities and delegate tasks effectively to ensure balanced workloads and efficient execution.

• Workflow Management: Oversee daily team operations, remove roadblocks, and ensure processes and procedures are consistently followed.

• Reporting and Analysis: Monitor KPIs and team metrics, analyze performance trends, and prepare regular reports for management.

• Stakeholder Communication: Serve as a key point of contact between the team, clients, other departments, and management to communicate updates, manage expectations, and address concerns.

• Quality Assurance: Ensure the team's work consistently meets established quality standards, client expectations, and business requirements.

Qualifications:

• Leadership Experience: Previous experience in a Team Lead, Supervisor, SME, or similar leadership role, preferably within a BPO or customer service environment.

• Leadership and Influence: Ability to inspire, motivate, and guide team members toward achieving common goals.

• Communication Skills: Excellent verbal and written communication skills, with the ability to provide clear instructions and constructive feedback.

• Decision-Making: Ability to make timely and informed decisions, particularly in fast-paced or high-pressure situations.

• Conflict Resolution: Strong interpersonal skills with the ability to address concerns, mediate conflicts, and maintain positive team relationships.

• Emotional Intelligence (EQ): Strong self-awareness, empathy, and adaptability when working with different personalities and situations.

• Technical Proficiency: Working knowledge of relevant systems, tools, processes, and technologies required to support the team's day-to-day operations.

• Time Management & Prioritization: Strong organizational skills with the ability to manage competing priorities and ensure deadlines and performance targets are met.

• Performance Management: Demonstrated ability to track performance, identify areas for improvement, and implement appropriate coaching and development strategies.

• Adaptability: Ability to work effectively in a changing environment and adjust to evolving business and client requirements.