TEAM LEADER
Location:IT Park, Cebu City
Employment Type:Full-time, Permanent
Work Setup:Onsite
Schedule:Day / Shifting
About the Company
Strategic Office Support Inc. is a growing organization committed to delivering operational excellence, safety, and people-centered solutions across our sites. We foster a collaborative work environment that values integrity, accountability, and continuous development, empowering teams to achieve their full potential.
Position Summary
TheTeam Leaderdrives team performance, supports people development, and ensures operational excellence. This role oversees daily operations, provides coaching and feedback, manages escalations, and works closely with internal departments to align processes and achieve organizational goals.
Key Responsibilities
- Set clear goals and motivate team members to achieve high performance
- Foster a collaborative and open communication team culture
- Oversee day-to-day operations and ensure timely task execution
- Provide coaching, training, and constructive performance feedback
- Track KPIs using monthly scorecards and data dashboards
- Identify individual and team development needs and implement improvement plans
- Lead performance reviews and behavioral interventions as necessary
- Coordinate with WFM, QA, and Training teams to ensure aligned execution
- Manage PTO coordination, onboarding support, and process updates
- Maintain flexibility in managing associates across various roles
- Handle escalations professionally, adhering to SLAs and client expectations
- Drive continuous process improvement by identifying gaps and leading SOP initiatives
- Perform other duties as assigned to support team and organizational goals
Qualifications:
- Proven experience leading high-performing teams
- Strong coaching, mentoring, and people management skills
- Ability to translate data into actionable strategy
- Excellent communication, problem-solving, and escalation management capabilities
- Experience in SLA-driven environments, preferably in BPO or healthcare support
- Proactive mindset and calm leadership presence
- Adaptability to manage cross-role teams and shifting priorities
- Willingness to work onsite and on a shifting schedule if required
Preferred:
- Background in operations, performance management, or process improvement
- Familiarity with KPI tracking tools and performance dashboards
- Experience in staff development, training, and mentoring programs
What We Offer:
- Competitive salary package
- Government-mandated benefits
- Health insurance coverage
- Career growth and promotion opportunities
- Paid training and skill development
- Supportive and collaborative work environment
Strategic Office Support Inc.is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, supportive, and high-performing workplace for all employees.
