Team Leader - Operations (BPO)

RSD Human Resource Management Consultancy; Cebu City; On-site; PHP 502,200 - 725,400; Full time

Benefits offered by this job

Performance Bonus

Health Insurance

Life Insurance

HMO

Job summary

RSD Human Resource Management Consultancy in Cebu City is seeking a Team Leader - Operations to supervise a customer service team and drive performance to meet client KPIs. The role requires a Bachelor's degree and at least 2 years of BPO team leadership experience; on-site work is required.

You will coach, provide feedback, manage escalations, and collaborate with QA, Training, and WFM teams to sustain high-quality service.

Qualifications

• Bachelor's degree required.
• At least 2 years BPO industry experience.
• Minimum 2 years of team leader experience in a BPO.
• Amenable to work onsite.

Responsibilities

• Supervise and manage daily operations of assigned team.
• Monitor team performance against KPIs (AHT, CSAT, FCR, QA, productivity).
• Conduct regular coaching, feedback sessions, and performance reviews.
• Drive team engagement, motivation, and development.
• Handle escalations and resolve customer concerns in a timely manner.
• Ensure adherence to company policies, processes, and client requirements.
• Prepare and analyze reports on team performance and identify improvement areas.
• Collaborate with QA, Training, and WFM teams to improve performance.
• Support recruitment, onboarding, and training of new hires.
• Implement action plans to meet and exceed targets.

Skills

Team Leadership

People Management

Education

Bachelor's degree in any course

Job description

RSD Human Resource Management Consultancy

On-site - Cebu 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus

Government Mandated Benefits

Insurance Health & Wellness

Health Insurance, Life Insurance, HMO

Professional Development

Job Training

The Team Leader - Operations is responsible for managing a team of customer service or support representatives to achieve client and company objectives. This role ensures team performance meets KPIs, delivers excellent customer experience, and maintains operational efficiency.

Key Responsibilities

• Supervise and manage daily operations of assigned team
• Monitor team performance against KPIs (AHT, CSAT, FCR, QA, productivity, etc.)
• Conduct regular coaching, feedback sessions, and performance reviews
• Drive team engagement, motivation, and development
• Handle escalations and resolve customer concerns in a timely manner
• Ensure adherence to company policies, processes, and client requirements
• Prepare and analyze reports on team performance and identify improvement areas
• Collaborate with QA, Training, and WFM teams to improve performance
• Support recruitment, onboarding, and training of new hires
• Implement action plans to meet and exceed targets

Qualifications

• Bachelor's degree in any course
• At least 2 years BPO industry experience
• Minimum 2 years of Team Leader experience in a BPO industry.
• Amenable to work onsite

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