BPO Contact Centre Team Lead

Gratitude Inc

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2 weeks ago

BPO Contact Centre Team Lead

5-9 Year(s)

50 - 60 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Agile Data Analysis Leadership Workforce Management Operations Management PMP Lean Six Sigma Certified PMP Certification Incident Management strategic thinking Banking, accounting/ Financial services Proficiency in Workforce Management tools (e.g., Verint or similar platforms). Good Knowledge of MS Office Word, Excel and Power BI Lean six sigma / PMP certified

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Job Title: Contact Centre Team Lead
Category: Digital Customer Experience
Location: Taguig (Onsite)
Salary: PHP 60,000
Schedule: Night Shift
Experience: 5+ Years

Key Requirements
•Minimum 5 years’ experience in operations, workforce management, or reporting leadership.
•Financial services experience required; mutual fund or transfer agency background preferred.
•Strong understanding of SLA-driven queue environments.
•Advanced proficiency with Tableau, Power BI, and Excel.
•Proven experience leading analysts or operational teams.
•Strong analytical, forecasting, and data interpretation skills.
•Experience managing business continuity and incident response processes.
•Excellent communication and stakeholder management skills.
•Certifications in Workforce Management, Data Analytics, Lean, Six Sigma, Agile, or PMP are an advantage.

Role Overview
•Lead the Command Centre, Workforce Management, and Reporting team supporting back-office operations.
•Ensure optimal queue management, resource allocation, and SLA performance.
•Monitor real-time volumes, workforce capacity, and forecasting trends.
•Oversee reporting dashboards, analytics, and operational insights using BI tools.
•Coordinate with Operations, Client Services, IT, and Leadership to maintain operational stability.
•Drive data-driven improvements, workforce optimization, and reporting accuracy across the organization.

Role

Operations Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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