Team Leader - Onsite Cebu City

Virtual Staffing Solutions OPC; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

Virtual Staffing Solutions OPC in Cebu City, Philippines, seeks an operations supervisor to oversee daily performance, productivity, attendance, and team management within a fast-paced environment.

You will coach, drive process compliance, and lead initiatives to meet client and organizational KPIs while fostering engagement and continuous improvement across cross-functional teams.

Responsibilities

• Manage day-to-day operations of assigned team
• Monitor team performance against productivity, quality, SLA, CSAT, AHT, and attendance metrics
• Conduct regular coaching sessions, feedback discussions, and performance reviews
• Ensure adherence to company policies, client requirements, and operational processes
• Drive employee engagement, motivation, and team morale
• Handle escalations and provide timely resolution to operational concerns
• Collaborate with cross-functional departments such as Quality, Training, WFM, HR, and IT
• Analyze reports and identify opportunities for performance improvement
• Support operational initiatives, process improvements, and client requirements

Job description

About the role

Responsible for overseeing the daily performance, productivity, attendance, and overall management of a team within the operations environment. The role ensures delivery of client and organizational KPIs through effective coaching, people management, process compliance, and operational leadership while driving employee engagement and continuous improvement.

Key responsibilities

• Manage day-to-day operations of assigned team
• Monitor team performance against productivity, quality, SLA, CSAT, AHT, and attendance metrics
• Conduct regular coaching sessions, feedback discussions, and performance reviews
• Ensure adherence to company policies, client requirements, and operational processes
• Drive employee engagement, motivation, and team morale
• Handle escalations and provide timely resolution to operational concerns
• Collaborate with cross-functional departments such as Quality, Training, WFM, HR, and IT
• Analyze reports and identify opportunities for performance improvement
• Support operational initiatives, process improvements, and client requirements