Team Lead

Nexlence; Manila; On-site; PHP 700,000 - 900,000; Full time

Job summary

Nexlence in Manila seeks an experienced Team Manager to drive daily operations, scheduling, and resource allocation; lead hiring, onboarding, and ongoing training.

You will set team KPIs, monitor metrics, perform data analysis, coach staff, and coordinate with BPO partners to optimize performance and customer service excellence on-site in a fast-paced environment.

Qualifications

• Bachelor’s degree or above in any field.
• Minimum 3 years of team management experience in customer service, call center, or operations.
• Strong leadership and personnel development capabilities.
• Proficient in KPI setting and performance tracking.
• Excellent cross-functional communication.

Responsibilities

• Oversee overall team operations including scheduling and resource allocation.
• Lead candidate interviews, hiring assessments, and onboarding.
• Develop and implement training plans to improve service quality.
• Conduct performance reviews and coaching to reduce attrition.
• Define team KPIs and track progress against metrics.
• Analyze data to identify issues and drive improvements.
• Coordinate with BPO partners and produce weekly/monthly reports.
• Manage on-site operations and address escalations to protect customer experience.

Skills

Team leadership

Personnel development

Data analysis

Problem solving

Communication

KPI setting

Operations management

Education

Bachelor's degree or above

Job description

• Oversee overall team operations and personnel management, including daily scheduling and resource allocation to ensure efficient business operations
• Participate in candidate interviews, selection, and hiring assessments; support new hires in quick onboarding and competency achievement
• Develop and implement team training plans to continuously enhance members’ business capabilities and service quality
• Conduct regular performance reviews and coaching; focus on team growth and stability while effectively controlling attrition rates

II. Goal & Performance Management

• Define team KPIs based on company and project objectives, and reasonably break them down into individual goals
• Establish performance tracking mechanisms to continuously monitor progress against key metrics
• Perform regular data analysis to identify operational issues and develop improvement plans to drive goal achievement
• Responsible for performance evaluations and recommendations on rewards and corrections to enhance overall execution

III. Data Management & BPO Coordination

• Act as the primary point of contact, maintaining effective communication and collaboration with BPO partners
• Oversee team data collection, analysis, and review; output weekly and monthly reports
• Lead weekly meetings to interpret data, conduct retrospectives, and drive issue resolution
• Support process optimization and standardization initiatives to improve operational efficiency

IV. On-site Management & Problem Resolution

• Manage on-site operations and supervise daily activities to ensure order and service quality
• Promptly address on-site escalations and emergent issues to safeguard customer experience
• Gather team feedback and identify pain points; provide actionable recommendations to management for continuous improvement
• Bachelor’s degree or above in any field
• Minimum 3 years of experience in team management within customer service, call center, or operations
• Strong capability in team leadership and personnel development
• Proficient in KPI setting and performance tracking, with solid data analysis and problem-solving skills
• Excellent cross-functional communication and coordination abilities; experience in BPO collaboration is a plus
• Comfortable with on-site management and able to thrive in a fast-paced environment