Operations Team Lead - Davao Onsite

Job Summary

The Team Lead is responsible for overseeing the daily performance, productivity, and development of teams supporting Plan Sponsor (Care) and Operations (Back Office) functions. This role ensures service excellence, operational efficiency, and compliance while serving as the primary escalation point for team and customer concerns.

Key Responsibilities

Manage daily operations to achieve service level, quality, and productivity targets.

Monitor queues, workloads, and case completion to ensure operational efficiency.

Provide coaching, feedback, and performance management to drive team success.

Handle escalations and support resolution of complex customer and operational issues.

Analyze performance trends and implement improvement plans.

Ensure compliance with policies, procedures, and quality standards.

Support onboarding, training, and knowledge transfer activities.

Partner with internal stakeholders to improve processes and team performance.

Qualifications

Minimum of 2–3 years of leadership experience in a BPO, customer support, or operations environment.

Proven experience managing multi-channel operations, including voice, email, chat, and back-office support.

Strong customer service and operational management experience.

Excellent written and verbal English communication skills.

Strong critical thinking, analytical, and problem-solving skills.

Experience managing performance metrics, service levels, quality, and productivity.

Proven coaching and people development capabilities.

Proficient in navigating multiple systems, tools, and knowledge resources.

Key Competencies

Leadership & Coaching

Critical Thinking & Decision-Making

Performance Management

Problem Solving & Ownership

Customer Focus

Operational Excellence

Multi-Channel Operations Management

Systems Agility & Tool Navigation

Communication Skills

Adaptability & Resourcefulness