Operations Team Lead

Position Overview

We are looking for an experienced Team Lead to manage and support an offshore operations team serving U.S.-based stakeholders. This role is ideal for someone with a solid background in BPO team leadership, who excels at managing performance, coordinating with global teams, and driving operational improvements. You will play a key role in ensuring high-quality deliverables, fostering a positive team culture, and supporting the implementation of new systems and processes.

Key Responsibilities

Team Leadership & Daily Operations

• Lead, mentor, and manage a high-performing team to meet service level expectations
• Monitor team performance and ensure timely, accurate delivery of tasks
• Conduct daily check-ins with the team to review priorities, progress, and address blockers
• Manage workload distribution, schedule adherence, and shift coverage
• Conduct regular coaching, feedback sessions, and performance reviews

Process Oversight & Continuous Improvement

• Identify inefficiencies in current workflows and recommend process enhancements
• Help document standard operating procedures and support rollout of updated processes
• Participate in implementation of new tools or platforms by providing team insights and supporting change management

Stakeholder Collaboration

• Act as the main point of contact for U.S.-based teams and internal stakeholders
• Ensure smooth communication across time zones and departments
• Provide regular status updates, flag issues, and propose solutions proactively

Support for Training, Quality, and Compliance

• Ensure new team members are onboarded and trained effectively
• Support the creation and delivery of refresher or upskilling sessions
• Monitor adherence to internal policies, client expectations, and quality standards

Required Skills & Qualifications

• Minimum of 5 years of team leadership experience in a BPO or shared services environment
• Strong people management and coaching skills
• Excellent verbal and written communication abilities
• Proactive mindset with strong problem-solving and organizational skills
• Proficiency in Microsoft Excel and other productivity tools
• Willingness to work onsite during night shift hours (8:00 AM to 5:00 PM Central time) to align with U.S. teams

Preferred but Not Required

• Experience working with U.S.-based clients or cross-border teams
• Exposure to process documentation and SOP development

Why Join Us

✨ Competitive compensation and benefits

✨ Collaborative and inclusive work environment

✨ Career development and growth opportunities

✨ Work with international teams and gain global exposure