BPO Subject Matter Expert/Team Leader (Pioneer Account)

What makes this SME/Team Lead role different:

• Coaching and performance improvement are handled by dedicated Coaches
• Focus on real‑time support, execution, and operational coordination
• More balanced workload compared to traditional BPO TL roles

Responsibilities:

• Provide real‑time operational support, including call escalations and floor assistance as needed
• Monitor and manage real‑time performance metrics to meet program, client, customer, and agent requirements
• Communicate system updates, process changes and operational reminders to ensure are equipped to perform efficiently
• Coordinate with other departments regarding employee‑related concerns and operational needs
• Render required phone time to maintain up‑to‑date product knowledge, skills, and expected behaviors

Requirements:

• 2-year undergraduate degree (communications arts and education majors preferred)
• At least 1-2 year of experience as a call center/BPO SME/Team Lead
• Excellent communication skills
• Experience in developing talents to its full potential
• Effective communication and interpersonal skills
• Proficient in creating reports and in using MS Office
• Must be willing to work flexible schedules (including weekends and holidays)

Competitive but not market‑top compensation; best suited for candidates prioritizing growth, stability, and long‑term career progression.