Team Lead – BPO Operations + URGENT + Cebu Onsite

Logix BPO; Cebu City; On-site; PHP 502,000 - 725,000; Full time

Job summary

Logix BPO is seeking a proactive Team Lead to oversee a team of agents and ensure smooth day-to-day operations across campaigns. The role emphasizes people management, coaching, performance monitoring, attendance control, QA involvement, and strong cross-functional collaboration with Operations, HR, Recruitment, and IT.

The ideal candidate will have solid BPO experience and a track record of ownership, problem solving, and stepping in to support the team during fast-paced growth.

Qualifications

• 2-3 years of BPO experience with Team Lead or supervisory experience.
• Experience managing a team of customer service representatives or support agents.

Responsibilities

• Supervise and support a team of agents to meet daily goals.
• Monitor team performance, attendance, productivity, and overall results.
• Provide day-to-day guidance and support to team members.
• Ensure adherence to company and client processes and standards.
• Identify operational concerns and take proactive steps to address them.
• Maintain a positive, productive, and accountable team environment.
• Conduct coaching and performance discussions with team members.
• Identify performance gaps and develop action plans.
• Monitor KPIs and provide timely feedback.
• Assist with QA processes and corrective actions.
• Collaborate with HR, Recruitment, IT, QA, and Operations.
• Prepare daily/weekly operation reports and End-of-Day updates.

Skills

Team management

Coaching

Performance monitoring

Attendance management

Quality assurance

Employee support

KPI tracking

Interdepartmental collaboration

Job description

Job Summary

We are looking for a proactive, hands-on, and people-oriented Team Lead to oversee a team of agents and support the smooth day-to-day operations of assigned campaigns.

The ideal candidate has solid BPO experience and is confident in team management, coaching, performance monitoring, attendance management, quality assurance, and employee support. This role requires someone who can take ownership, solve problems, and work closely with Operations, HR, Recruitment, and IT to ensure the team remains productive and well-supported.

We are looking for a Team Lead who is comfortable working in a fast-paced and growing BPO environment and is willing to step in wherever needed to support the team and the business.

Key Responsibilities

Team & Operations Management

• Supervise and support a team of agents to ensure daily operational goals are met.
• Monitor team performance, attendance, productivity, and overall performance.
• Provide day-to-day guidance, direction, and support to team members.
• Ensure agents understand and follow company and client processes and standards.
• Identify operational concerns and take proactive steps to address them.
• Help maintain a positive, productive, and accountable team environment.

Coaching & Performance Management

• Conduct regular coaching and performance discussions with team members.
• Identify performance gaps and develop appropriate action plans.
• Recognize strong performance and encourage continuous improvement.
• Monitor individual and team KPIs and provide timely feedback.
• Assist with performance improvement initiatives when required.

Quality Assurance

• Monitor the quality of work and ensure team members meet required standards.
• Conduct or coordinate quality checks and provide constructive feedback.
• Work with QA and Operations teams to identify recurring quality issues.
• Implement coaching and corrective actions based on quality results.

Attendance & Employee Support

• Monitor attendance, punctuality, schedules, and adherence to working hours.
• Address attendance and employee concerns professionally and consistently.
• Escalate serious or recurring concerns to the appropriate department.
• Assist with documentation related to performance, attendance, and employee concerns.
• Support disciplinary processes in coordination with HR when necessary.

Recruitment & Onboarding Support

• Assist the Recruitment Team with candidate screening and interviews when needed.
• Provide operational feedback on candidate suitability.
• Help identify staffing requirements and communicate hiring needs to Recruitment.
• Support onboarding and deployment of new team members.
• Assist new hires in becoming familiar with campaign expectations and processes.

Cross-Functional Collaboration

• Work closely with Operations, HR, Recruitment, IT, and QA to resolve employee and operational concerns.
• Coordinate with IT regarding system access, equipment, credentials, and technical requirements.
• Partner with HR regarding employee relations, attendance, documentation, and disciplinary matters.
• Communicate operational concerns and updates to management in a timely manner.

Reporting & Documentation

• Prepare daily, weekly, and other required operational reports.
• Submit End-of-Day (EOD) updates and team performance reports.
• Maintain accurate records of attendance, performance, coaching, and team activities.
• Ensure required documentation is completed and submitted on time.
• Provide management with updates and recommendations based on team performance and operational trends.

Qualifications & Requirements

• 2-3 years of BPO experience, preferably with Team Lead or supervisory experience.
• Experience managing a team of customer service representatives, support agents, or similar roles.
• Strong experience in coaching, performance management, and people management.
• Knowledge of attendance monitoring and performance tracking.
• Familiarity with QA processes and KPI monitoring.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Strong organizational and documentation skills.
• Ability to handle employee concerns professionally and confidentially.
• Comfortable working with HR, Recruitment, IT, QA, and Operations teams.
• Willing to participate in recruitment, interviews, and onboarding activities when needed.
• Willing to work on shifting schedules, weekends, or holidays depending on business requirements.
• BPO startup or high-growth environment experience is an advantage.

What We're Looking For

We are looking for someone who is more than just a supervisor - someone who takes ownership of their team and actively contributes to the success of the operation.

The ideal candidate is:

• Proactive - identifies issues before they become bigger problems.
• Hands-on - willing to step in and help wherever needed.
• People-oriented - knows how to manage people firmly but fairly.
• Accountable - takes ownership of responsibilities and results.
• Resourceful - can find practical solutions in a fast-changing environment.
• Adaptable - comfortable with changing priorities and evolving processes.
• Collaborative - works well with different departments and stakeholders.
• Detail-oriented - keeps accurate records and follows through on commitments.
• Results-driven - focused on team performance, quality, and productivity.

Why Join Us?

• Opportunity to grow within a fast-growing BPO environment
• Work closely with multiple departments and gain broad operational exposure
• Be part of a team where your ideas and initiative are valued
• Opportunity to develop your leadership and people-management skills
• Play an important role in building and improving team operations