BPO Team Leader (BACKOFFICE) MIDSHIFT

Job Summary

The Back Office Team Lead is responsible for managing a team of back-office associates to ensure smooth daily operations, high productivity, quality service delivery, and compliance with company policies and client requirements. The role involves monitoring performance, coaching team members, handling escalations, and driving operational excellence.

Key Responsibilities

• Supervise and manage daily back-office operations and workflow.

• Monitor team productivity, accuracy, attendance, and performance metrics.

• Provide coaching, mentoring, and regular feedback to team members.

• Conduct team huddles, performance reviews, and one-on-one sessions.

• Ensure adherence to company policies, client guidelines, and SLA targets.

• Handle escalations, resolve operational issues, and support process improvements.

• Prepare and maintain operational reports and performance dashboards.

• Coordinate with clients, operations managers, QA, and other support teams.

• Train new employees and support continuous learning initiatives.

• Identify process gaps and recommend efficiency improvements.

• Maintain a positive work environment and promote teamwork.

Qualifications

• Bachelor’s degree preferred (any field)

• Minimum 2–3 years’ experience as a Team Leader or Supervisor in a BPO setting

• Strong leadership, coaching, and people management skills

• Excellent English communication skills (verbal and written)

• Solid understanding of insurance processes and terminology

• Analytical skills with the ability to interpret performance data

• MID SHIFT - SATURDAY SUNDAY OFF

• Must be willing for work in Libis, Quezon City

• Willing to start ASAP