Location
quezon city
Posted
June 04, 2026
Commute
Local Area
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Job Description
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 performa...