Team Lead

Sourcefit

. Oversee daily operations within a specific shift .

Posted 10/26/2026full-timeQuezon City • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and people management skills, effectively overseeing daily operations and ensuring SLA compliance while driving team performance and productivity. Capable of analyzing customer feedback to enhance service quality and implementing operational improvements.

Highest-signal resume keywords

Team LeadershipPerformance ManagementCustomer Service ExcellenceOperational ComplianceProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA CompliancePerformance Metrics AnalysisIncident DocumentationTask DelegationOperational Procedures DevelopmentCustomer Inquiry ResolutionCall Queue MonitoringStaff OnboardingReport PreparationConflict Mediation

Soft Skills

Interpersonal CommunicationProblem-SolvingTime ManagementCoaching and MentoringSelf-Motivation

Certifications & Qualifications

Bachelor’s Degree in Business AdministrationBachelor’s Degree in Management

Industry Keywords

Call CenterBPOSupply ChainLogisticsTrade

About the role

Key responsibilities & impact

Oversee daily operations within a specific shift
Ensure the shift is SLA compliant
Supervise staff, delegate tasks, and provide guidance and support
Address customer inquiries, concerns, and complaints professionally
Document incidents and irregularities and report ongoing issues to middle or upper management
Develop and implement support policies and procedures
Provide final resolution on customer complaints and escalated cases
Respond to client emails and live chats
Answer inbound calls and respond to customer inquiries
Monitor call queues and ensure inbound calls are handled in a timely manner
Coordinate with other departments to address customer needs
Complete and submit supervisor daily and monthly reports
Monitor product quality and maintain a clean and organized work environment
Handle VIP client support
Analyze customer feedback and help develop strategies to improve customer experience
Prepare team shift and task schedules
Manage and mentor staff
Monitor team performance through metrics
Mediate conflicts and resolve operational issues
Onboard and train new employees and provide ongoing coaching
Perform other tasks required to ensure operational continuity and support company objectives

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Management, or any related field
Minimum of 2 years of teamlead/supervisory, or people management experience in a call center or BPO environment
Experience in Supply Chain, Trade, Logistics, or related industries is an advantage but not required
Demonstrated ability to lead a team, manage performance, and drive productivity while maintaining quality standards
Willingness and ability to learn business processes, operational systems, and client-specific requirements
Excellent interpersonal, written and verbal communication, problem-solving, and presentation skills
Self-motivated, proactive, and results-oriented, with the ability to work independently and take ownership of responsibilities
Highly organized, reliable, and detail-oriented, with strong time management and prioritization skills
Practical and resourceful in resolving day-to-day operational issues promptly, while maintaining the ability to see the bigger picture and identify opportunities for process improvement
Strong analytical and decision-making skills, with the ability to assess situations, identify root causes, and implement effective solutions
Effective leadership and people management skills, including coaching, motivating, and supporting team members to achieve operational goals
Ability to manage multiple priorities, meet deadlines, and adapt to changing business requirements
Strong sense of accountability, professionalism, and commitment to service quality and continuous improvement

Benefits

Comp & perks

5-day work week
Hybrid work setup
Work From Home days on Monday, Tuesday, and Friday (Saturday & Sunday)
Onsite days on Wednesday and Thursday