Team Lead

Qualifications:

• At least 2 years of experience as a Team Lead or Operations Supervisor
• Comfortable working full onsite at BGC, Taguig
• Comfortable working in a fixed Night Shift
• Excellent Communication skills
• Can Start ASAP

Description

• Manage day-to-day delivery of BPO services across designated client accounts and process lines.
• Ensure all services are delivered in line with contractual agreements, SLAs, and quality standards.
• Lead, coach, and mentor team members to optimize performance and productivity.
• Coordinate with internal departments (Workforce Management,
• Quality, Training, and HR) to support smooth operations.
• Track operational metrics such as SLA adherence, AHT, FCR, CSAT, and productivity.
• Address and resolve delivery issues, escalations, and service disruptions in a timely manner.
• Regularly check and review performance, understand evolving needs, and address concerns.
• Contribute to process improvement initiatives using data analysis and root cause identification.
• Prepare and present performance reports and insights to clients and internal leadership.
• Support business continuity planning and execution