Team Leader / Supervisor
Sequential Technologies International Mandaluyong Full-time
Role Overview
The Operations Team Leader is responsible for the day-to-day management of a team of agents. The primary objective is to lead, coach, and motivate the team to meet and exceed key performance indicators (KPIs) while maintaining high quality and compliance standards.
Key Responsibilities- Performance Management
- Monitor team performance against established KPIs (e.g., AHT, CSAT, Quality Scores, Attendance, and Productivity).
- Conduct regular one-on-one coaching sessions to address performance gaps and provide actionable feedback.
- Analyze daily, weekly, and monthly reports to identify trends and implement corrective action plans.
- People Leadership & Development
- Foster a positive team environment to improve employee retention and morale.
- Identify training needs and coordinate with the Training/Quality departments for refresher sessions.
- Manage administrative tasks including shift scheduling, leave approvals, and payroll accuracy.
- Handle first-level disciplinary actions and grievance resolution.
- Operational Excellence
- Ensure the team adheres to all internal policies, client requirements, and data privacy regulations.
- Real-time floor management to ensure optimum productivity and adherence to schedules.
- Participate in calibration sessions with the Quality Assurance (QA) team to ensure consistent evaluation standards.
- Stakeholder Communication
- Act as a point of escalation for complex customer issues or technical problems.
- Provide regular updates to Operations Managers regarding team progress and challenges.
- Collaborate with support departments (HR, IT, QA, and Training) to ensure seamless operations.
Required Skills & Qualifications
Technical Skills- Data Literacy: Proficiency in Microsoft Excel or Google Sheets for data tracking and reporting.
- Tools: Experience with CRM software
- Quality Standards: Familiarity with Six Sigma, Lean, or general COPC standards is a plus.
- Leadership: Proven ability to influence and inspire others.
- Problem-Solving: Ability to think on your feet in a fast-paced environment.
- Communication: Excellent verbal and written skills for reporting and coaching.
- Emotional Intelligence: High level of empathy and conflict-resolution skills.
- Bachelor’s degree in any field (preferred).
- At least 1–2 years of experience as a Subject Matter Expert (SME), Trainer, or Team Lead in a BPO setting.
Quezon City, 8 km from Mandaluyong
installation, PMS).
• Strong leadership and interpersonal skills
• Experience in managing, leading, and handling people
• Willing to work in Quezon City and supervise teams on-sites.
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