Team Leader
Location: IT Park, Cebu City
Employment Type: Full-time
Work Setup: Onsite
Schedule: 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 performance-driven culture that values accountability, collaboration, and continuous improvement.
Position Summary
The Team Leader oversees daily team operations, motivates team members, and ensures performance standards are met. This role combines people leadership, process ownership, and client-focused execution to drive productivity, engagement, and continuous improvement across assigned accounts.
Key Responsibilities
- Set clear team goals and motivate team members
- Help to setup an inspiring team environment with an open communication culture
- Oversee daily operations, delegating tasks and setting deadlines
- Identify training needs and provide coaching
- Interact with team members to receive their feedback and help resolve any problems
- Supervise team performance and prepare reports on its metrics
- Encourage high performance, creativity, and risk-taking
- Improve team's productivity
- Administer monthly scorecards to track associates KPI reliability
- Assist in coordinating PTO requests
- Check process updates and assist new team members with onboarding
- Develop and maintain team-building activities
- Latitude of work is not just for one role
- Handle associates with various roles
QUALIFCATIONS AND COMPETENCY REQUIREMENTS
a. Education
- Bachelor's degree in business administration, Management, or related field preferred
b. Experience
- 2–4 years of experience in team leadership or supervisory roles in operations
- Experience managing a multi-role team in a fast-paced environment
c. Skills and Competencies
Performance Management & Coaching
- Ability to track, analyze, and improve associate performance.
- Deliver feedback effectively and drive improvement through coaching
Client-Centric Communication
- Confidently represent the team on client updates and escalations.
- Respond to client needs with professionalism, urgency, and alignment to SLAs.
Operational Execution
- Strong understanding of process flows and account-specific SOPs.
- Ensure team compliance with quality and turnaround standards.
Data Fluency
- Able to interpret dashboards (productivity, attendance, etc.)
- Translate data into action: root-cause issues, support underperformance, spot trends.
Issue Escalation & Resolution
- Proactive identifies blockers or errors.
- Use structured escalation paths and leads issue resolution with stakeholders.
Workplace Planning & Delegation
- Manages daily capacity, shift coverage, and workload balancing.
- Assigns work efficiently and reacts quickly to change (absenteeism, urgent tasks, etc)
Professionalism & Leadership Presence
- Sets the tone for accountability, respect, and follow-through.
- Represents the company well to both clients and internal teams.
Process Ownership & Continuous Improvement
- Helps document and maintain up-to-date SOPs.
- Identifies process gaps for improvement.
What We Offer
- Competitive salary package
- Government-mandated benefits
- Health insurance coverage
- Leadership development and career advancement opportunities
- Supportive and performance-driven work environment
Strategic Office Support Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, high-performing workplace for all employees.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
Work Location: In person
