Operations Supervisor (Team Leader) - BPO

PRINCIPAL DUTIES/ RESPONSIBILITIES: The Team Leader is required to oversee the day-to-day operational activities of production teams reporting directly to him/her. This includes ensuring that the team delivers as per set expectations while maintaining the required quality standards and achieving business SLA’s and KPI’s while aiming for maximum efficiency and cost-effectiveness. REQUIRED SKILLS & EXPERIENCE:

• At least 2 years’ experience as Team Lead in a contact center environment handling voice or non-voice projects for US-based clients; experience in US Healthcare preferred.
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Manage a team size of 18-20 call center associates.
• Knowledge of QC tools is mandatory.
• Strong interest in working with large data sets and various databases to create daily reports and dashboards.
• Comfort in working with team members that are remote and located in the US, India, or other geographies.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).
• Must be willing to work onsite and ready to work in rotational shifts, including night shifts as per business requirement.
• College Graduate.

• Health insurance
• Life insurance
• Paid training

• 8 hour shift
• Night shift

• 13th month salary

• Bachelor's (Required)
• Team Lead: 2 years (Required)
• Location: Cebu City, Cebu (Required)
• Willingness to travel: 100% (Preferred)