BPO Operations Team Leader (ON-SITE)

We are seeking a dynamic and experienced Operations Team Leader to guide and support our frontline team members within a key retail account. The ideal candidate will bring a strong background in Business Process Outsourcing (BPO), particularly in retail-focused operations. This leadership role demands a results-oriented individual who can drive performance, build a positive and inclusive culture, and foster strong team collaboration.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead a team of frontline associates, ensuring alignment with operational goals and performance targets.

• Foster a collaborative and motivating team environment that promotes accountability and high engagement.

• Provide coaching, mentorship, and support to team members, encouraging continuous professional development.

2. Retail Operations Expertise

• Utilize prior experience in BPO and retail operations to drive process excellence and operational efficiency.

• Apply industry best practices and stay informed on evolving retail trends and customer expectations.

3. Performance Optimization

• Define and monitor key performance indicators (KPIs) to track team success.

• Identify areas for improvement and implement strategies to maximize efficiency and service quality.

• Conduct regular performance reviews, delivering constructive feedback and recognition.

4. Culture & Engagement

• Champion a positive, inclusive, and customer-centric team culture.

• Encourage open communication, innovation, and shared ownership of team success.

• Promote employee engagement through regular check-ins, feedback loops, and team-building initiatives.

5. Cross-Functional Collaboration

• Work closely with internal departments and stakeholders to ensure seamless service delivery and process alignment.

• Proactively contribute to continuous improvement efforts across the account.

Qualifications

• Minimum of 3 years’ experience in a BPO environment, with a focus on retail operations.

• Demonstrated ability to lead teams and achieve performance targets.

• Excellent interpersonal, communication, and conflict-resolution skills.

• Strong problem-solving abilities and adaptability in a fast-paced environment.

• Familiarity with retail industry trends, customer experience strategies, and operational best practices.

• Experience in account launches or transitions is a plus.

We’re looking for a passionate, driven, and collaborative leader to help us deliver outstanding service and support within this high-impact retail account. If you're ready to make a difference and grow your career, we invite you to apply and be a key contributor to our team’s ongoing success.

THIS IS AN ON SITE AND 44 HOUR POSITION.