Team Lead - Operations

About the Role

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

Skills & Competencies

• 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

Benefits

• 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)

• Career growth opportunities

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