- Lead, coach, and manage a team of Technical Support Representatives to achieve operational KPIs and service level agreements
- Monitor team performance, productivity, attendance, and quality metrics, providing regular feedback and performance coaching
- Act as the primary escalation point for complex technical and customer issues
- Ensure consistent delivery of high-quality technical support for HR and workforce-related software solutions
- Collaborate with Operations Managers, QA, Training, and Workforce teams to improve processes and performance
- Conduct team meetings, performance reviews, and coaching sessions
- Identify operational gaps and recommend process improvements
- Ensure compliance with company policies, data security standards, and client requirements
- Prepare and analyze operational reports and performance dashboards
Qualifications
- Excellent English communication skills (both written and verbal)
- Minimum of 3 consecutive years of experience as an Operations Team Lead
- Strong technical support background handling any of the following accounts:
- Human Resources Software
- Workforce Management Software
- Human Capital Management (HCM) Software
- Time and Payroll Software
- AI solutions for HR
Workforce Analytics and Trends platforms
- Proven leadership and people management skills
- Strong analytical and problem-solving abilities
- Willingness to work onsite in Eastwood, Quezon City
Preferred Skills
- Experience working in a BPO or shared services environment
- Familiarity with SLA-driven operations
- Ability to manage multiple priorities in a fast-paced environment
- Data-driven decision-making skills
