Team Leader

Lean Solutions Group; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. The Operations Team Leader will guide and mentor a group of customer support professionals to maintain exceptional service delivery across various interaction channels.

You will own team productivity, meet operational metrics, enforce compliance benchmarks, and cultivate a high-accountability culture.

Qualifications

• Proven leadership of frontline teams in CSE/BPO setting.
• Strong coaching and feedback skills with structured reviews.
• Ability to use data dashboards to drive improvements.
• Experience overseeing multi-channel support (chat, email, voice, social).

Responsibilities

• Lead and mentor a team of customer support agents across channels.
• Ensure SLA, turnaround times, and quality metrics are met.
• Conduct regular one-on-one coaching and performance reviews.
• Resolve escalations and coach for continuous improvement.
• Monitor schedules, attendance, and floor coverage.
• Collaborate with QA, Training, WFM, HR, and senior operations stakeholders.
• Support onboarding and development of new hires and tenured staff.
• Identify and implement workflow improvements to boost efficiency.

Skills

People leadership

Coaching

Data-driven decisions

Multichannel support

English communication

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Role Overview

The Operations Team Leader will guide and mentor a group of customer support professionals to maintain exceptional service delivery across various interaction channels. In this role, you will take ownership of team productivity, meet operational metrics, enforce compliance benchmarks, and cultivate a motivated, high-accountability culture. The perfect fit is an experienced BPO leader who excels at talent development, real-time coaching, and balancing daily operational demands within a fast-paced, target-driven environment.

Key Responsibilities

• People Leadership & Coaching: Direct, mentor, and empower a team of agents managing customer touchpoints via digital channels (chat, email, voice, or social platforms).

• Performance Tracking: Oversee day-to-day outputs to guarantee consistent alignment with service level agreements (SLAs), turnaround times, quality metrics, and output goals.

• Skill Development: Conduct structured one-on-one reviews, feedback loops, and coaching interventions to facilitate steady professional growth.

• Issue Resolution: Ensure user inquiries and complaints are handled efficiently, accurately, and in accordance with established guidelines.

• Workforce Management: Monitor daily task distribution, team schedules, and attendance logs to safeguard optimal floor coverage.

• Data & Analytics: Evaluate operational dashboards and reports to pinpoint performance patterns, operational gaps, and strategic opportunities.

• Strategic Execution: Build and execute targeted action plans to bridge performance deficits and elevate overall team results.

• Cross-Functional Collaboration: Partner with QA, Training, WFM, HR, and senior operations stakeholders to streamline workflows and shared goals.

• Onboarding Support: Guide the nesting, onboarding, and continuous training tracks for both fresh hires and tenured personnel.

• Escalation Management: Step in to resolve complex customer issues and critical escalations when advanced support is needed.

• Compliance & Security: Maintain strict adherence to organizational rules, client agreements, and data privacy mandates.

• Culture & Retention: Drive internal engagement programs and team-building initiatives to sustain high motivation and reduce turnover.

• Workflow Optimization: Share insights and participate in process improvement projects to boost operational agility and service standard excellence.

Qualifications & Requirements

• Proven Track Record: At least 1 year of solid experience operating as a Supervisor or Team Leader within a customer service or BPO landscape.

• Metrics-Driven Background: Demonstrated success managing frontline teams against strict operational and customer-centric KPIs.

• Leadership Capabilities: Excellent interpersonal skills with a knack for driving accountability, inspiring teams, and coaching individuals.

• Communication Skills: Strong verbal and written English communication skills.

• Analytical Mindset: Sharp problem-solving abilities with experience using data to address performance bottlenecks.

• Multichannel Familiarity: Prior experience overseeing teams that handle blended communication channels is highly preferred.