SupervisorSplace BPO

Join Splace Bpo as a dynamic Team Lead responsible for guiding and optimizing the performance of multiple functions-Sales, Accounts, Processing, and Case Management. You'll drive operational efficiency, deliver exceptional service, and foster a culture of continuous improvement.Key Responsibilities
Team Leadership & Oversight
Supervise and coach team members across Sales, Accounts, Processing, and Case Management to achieve KPIs and service standards.
Balance workload distribution and optimize staffing to ensure smooth daily operations.
Monitor performance, provide timely feedback, and implement development plans to maximize potential.
Manage day-to-day staffing matters, including attendance, performance management, and scheduling.
Customer Escalation & Service Quality
Lead resolution of escalated customer issues with professionalism, empathy, and urgency.
Ensure all customer interactions comply with company service standards and applicable regulatory requirements.
Proactively identify recurring issues or bottlenecks and implement data-driven process improvements.
Reporting & Performance Analysis
Compile, analyze, and present weekly, monthly, and ad hoc operational reports to leadership.
Track and interpret key metrics (e.g., productivity, conversion rates, service turnaround time, client satisfaction).
Provide actionable insights and recommendations to optimize efficiency and performance.
Training, Development & Onboarding
Lead onboarding sessions for new hires across multiple departments.
Develop and deliver ongoing training programs to enhance skills, knowledge, and career progression.
Promote a culture of accountability, collaboration, and continuous improvement.
Process & Compliance Management
Ensure adherence to internal policies, quality standards, and regulatory requirements across all functions.
Collaborate with cross-functional teams to standardize processes and controls.
Audit processes for compliance, identify gaps, and drive corrective actions.
RequirementsQualifications & Skills
Proven experience in team leadership within a BPO or contact center environment.
Strong understanding of sales, account management, processing, and case handling workflows.
Exceptional communication, coaching, and conflict-resolution abilities.
Data-driven mindset with proficiency in performance dashboards and reporting tools.
Ability to multi-task, prioritize, and adapt in a fast-paced environment.
Knowledge of applicable regulations and quality/compliance frameworks.
Performance Metrics
Team productivity and throughput
First-contact resolution and escalations handled
Client satisfaction (CSAT/NPS)
Adherence to SLAs and turnaround times
Attendance, adherence, and schedule compliance
Training completion and competency development
Splace BPO

Davao City
Permanent
Full-time