TL Shift Coordinator

Relia Sourcing; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Relia Sourcing is seeking a Team Lead in the Philippines to oversee day-to-day operations and optimize workforce utilization across shifts. You will lead a team of agents, coach performance, and ensure service levels are met through effective staffing and shift coordination.

The role requires BPO experience, leadership skills, and proficiency in Excel and reporting tools. You will partner with WFM and Operations to maintain coverage and drive KPI achievement.

Qualifications

• Bachelor’s degree in a related field preferred.
• 2–3 years BPO experience, with at least 1 year in a supervisory role.
• Experience in manpower planning, scheduling, or workforce coordination is an advantage.
• Strong knowledge of BPO operations, service levels and planning principles.
• Proficiency in Excel and reporting tools; good communication and leadership skills.

Responsibilities

• Oversee day-to-day operations and optimize workforce utilization.
• Lead a team of agents, coach performance, monitor attendance and productivity.
• Plan manpower needs based on forecasted workloads and shifts.
• Coordinate shifts, handovers, and coverage across all shifts.
• Monitor real-time KPIs, address staffing gaps, and report to management.

Skills

Team leadership

Workforce scheduling

Communication

Coaching

Education

Bachelor’s degree in Business Administration/Management/Human Resources

Tools

Microsoft Excel

Workforce Management systems

Reporting tools

Job description

The Team Lead is responsible for overseeing day-to-day operations, ensuring optimal workforce utilization, and maintaining service level performance through effective manpower planning and shift coordination. This role leads a team of customer service representatives or associates, monitors productivity, manages staffing requirements, and collaborates with Workforce Management (WFM) and Operations to ensure adequate coverage across all shifts.

Key Responsibilities

Team Leadership

• Supervise, coach, and develop a team of agents to achieve operational and performance goals.
• Conduct regular one-on-one coaching sessions and team meetings.
• Monitor attendance, productivity, quality, and adherence to company policies.
• Foster a positive and high-performing team environment.

Manpower Planning

• Assess daily, weekly, and monthly staffing requirements based on forecasted workloads and business needs.
• Identify staffing gaps and recommend solutions such as overtime, cross-training, or schedule adjustments.
• Coordinate with Workforce Management and Operations to ensure adequate staffing levels.
• Track headcount, attrition, leave schedules, and hiring requirements to support operational continuity.
• Prepare manpower reports and staffing recommendations for management.

Shift Coordination

• Develop and maintain shift schedules that align with operational requirements and service level agreements (SLAs).
• Assign team members to shifts while considering business demand, employee availability, and labor regulations.
• Manage shift rotations, schedule changes, and emergency staffing requirements.
• Ensure smooth shift handovers and communicate operational updates between shifts.
• Monitor schedule adherence and address attendance or coverage issues promptly.

Operational Management

• Monitor real-time performance metrics including service levels, productivity, and occupancy.
• Take immediate action to address staffing shortages or workload imbalances.
• Support the achievement of key performance indicators (KPIs) including customer satisfaction, quality, productivity, and attendance.
• Escalate operational risks and recommend corrective actions when necessary.

Reporting and Communication

• Prepare staffing, attendance, and operational performance reports.
• Maintain accurate records of schedules, leave requests, and manpower utilization.
• Collaborate with HR, Recruitment, Workforce Management, and other departments to support workforce planning.
• Communicate operational updates, schedule changes, and business priorities to the team.

Qualifications

• Bachelor’s degree in Business Administration, Management, Human Resources, or a related field (preferred).
• Minimum of 2–3 years of BPO experience, including at least 1 year in a supervisory or Team Lead role.
• Experience in manpower planning, workforce coordination, or scheduling is an advantage.
• Strong knowledge of BPO operations, service level management, and workforce planning principles.
• Proficiency in Microsoft Excel and reporting tools; familiarity with Workforce Management systems is preferred.
• Excellent leadership, organizational, analytical, and problem‑solving skills.
• Strong communication and interpersonal skills.
• Willingness to work rotating shifts, weekends, holidays, and on‑site work arrangement.