Team Lead (BPO)

XtendOps is an AI-powered BPO designed for delivering modern customer experience by combining skilled CX operations, custom AI agents, and its innovative operating system, XOOS. The company offers support across multiple channels like chat, email, and voice, ensuring efficient and consistent customer engagement. XtendOps specializes in various services, including Digital CX, Back Office Support, Sales Outsourcing, Compliance, and Trust & Safety, covering the full customer journey. By leveraging AI, XtendOps is able to reinvest in its employees, fostering professional growth and a strong workplace culture, which leads to exceptional service delivery and high client satisfaction. Headquartered in Cebu, XtendOps is dedicated to helping businesses enhance customer experiences seamlessly.

This is a full-time, on-site Team Lead (BPO) role based in Cebu. The Team Lead will be responsible for overseeing a team of agents, ensuring performance metrics are met, and maintaining quality service delivery. Daily tasks include monitoring team performance, providing coaching and feedback, handling escalations, reporting operational insights, and collaborating with management to improve workflows. The Team Lead will also motivate the team to achieve targets and ensure customer satisfaction while adhering to company values and policies.

• Strong leadership, team management, and conflict resolution skills
• Proficiency in monitoring performance metrics, reporting, and feedback mechanisms
• Experience in customer service, BPO operations, or related fields
• Excellent communication, interpersonal, and coaching skills
• Problem-solving abilities and a focus on process improvement
• Familiarity with AI-powered tools and operational systems is a plus
• Ability to work in a fast-paced, team-oriented environment
• Prior experience in Digital CX, Back Office Support, Compliance, or Sales is an advantage
• High school diploma or equivalent; a Bachelor's degree is preferred