Team Lead - Operations

Q2 HR Solutions; Philippines; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO coverage (with dependents upon REG

Life and accident insurance

Paid leaves and holiday pay

Government-mandated benefits (SSS,Phil

Job summary

Q2 HR Solutions in the Philippines is seeking a driven Team Lead to oversee daily operations, drive service quality, and coach a growing BPO team to meet KPIs.

You will monitor metrics such as SLA, KPI, AHT, CSAT, and Quality, while coordinating with clients and internal QA to deliver optimal performance. If you excel at people development and fast-paced environments, join us for structured career growth into Operations Manager roles.

Qualifications

• Bachelor's degree preferred.
• 2–5+ years in BPO or shared services.
• 1–2 years supervisory or Team Lead experience.
• Strong understanding of contact center metrics.
• Experience handling voice, non-voice, or back-office accounts.
• Strong leadership and coaching skills.
• Excellent communication and interpersonal abilities.
• Analytical and data-driven mindset.
• Ability to work in a fast-paced and dynamic environment.
• Strong time management and organizational skills.

Responsibilities

• Oversee daily team activities to meet SLA and KPI targets.
• Coach, mentor, and develop team members through feedback and 1:1 sessions.
• Track performance data and prepare reports.
• Coordinate with clients and stakeholders to align with goals.
• Identify opportunities for process improvements and efficiency.

Skills

Leadership

Coaching

Communication

Interpersonal skills

Analytical mindset

Problem solving

Decision making

Time management

Organizational skills

Education

Bachelor's degree preferred

Job description

We are looking for a driven and people-oriented Team Lead to oversee day-to-day operations and lead a team in delivering high-quality service. This role is responsible for ensuring team performance meets KPIs, coaching team members, and maintaining operational efficiency. The ideal candidate has strong experience in a BPO/shared services environment and a passion for developing people.

Key Responsibilities

Operations Management

• Supervise daily team activities to ensure SLA and KPI targets are met
• Monitor performance metrics such as AHT, CSAT, FCR, Quality, and Productivity
• Ensure adherence to schedules, attendance, and operational processes
• Handle escalations and resolve customer or process-related issues

People Management

• Coach, mentor, and develop team members through regular feedback and 1:1 sessions
• Conduct performance reviews and create action plans for improvement
• Drive employee engagement and maintain a positive team culture
• Manage attrition and attendance within acceptable targets

Performance & Reporting

• Track and analyze team performance data and prepare reports
• Identify performance gaps and implement corrective actions
• Collaborate with QA and Training teams to improve overall performance

Client & Stakeholder Coordination

• Support operations managers in client communications and reporting
• Ensure team alignment with client expectations and business goals
• Participate in business reviews and calibration sessions

Process Improvement

• Identify opportunities for process improvements and efficiency
• Support implementation of new tools, workflows, and best practices
• Promote continuous improvement within the team

Qualifications

• Bachelor's degree preferred
• 2–5+ years of experience in BPO, customer service, or shared services
• At least 1–2 years of experience in a supervisory or Team Lead role
• Strong understanding of contact center metrics and operations
• Experience handling voice, non-voice, or back-office accounts
• Strong leadership and coaching skills
• Excellent communication and interpersonal abilities
• Analytical and data-driven mindset
• Problem-solving and decision-making skills
• Ability to work in a fast-paced and dynamic environment
• Strong time management and organizational skills
• HMO coverage (with dependents upon regularization)
• Life and accident insurance
• Competitive salary with performance incentives
• Paid leaves and holiday pay
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)

Why Join Us

• Opportunity to lead and develop a high-performing team
• Exposure to global clients and diverse accounts
• Structured career growth into Operations Manager roles
• Supportive and performance-driven work environment