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