BPO Leaders (Team Lead, Subject Matter Expert, Product Specific Trainer, Quality Analyst,)

We are looking for experienced Operations Leaders who are passionate about people management, process excellence, and performance improvement. This opportunity is open to Team Leaders, Subject Matter Experts, PS Trainers and Quality Analysts who are ready to make an impact in a fast‑paced operations environment.

What makes our Team Lead/SME and Team Manager/Coach role different:

• Coaching and performance improvement are handled by dedicated Coaches
• Our Team Leads/SME focus on real‑time support, execution, and operational coordination
• More balanced workload compared to traditional BPO TL roles

Product Specific Trainer:

• Effectively facilitate program-specific trainings and orientations in order to successfully transfer knowledge, skills and behaviors to incoming trainees and employees
• Identify training gaps necessary for the improvement of training modules, lessons or orientation materials
• Help maintain training records such as class attendance, class performance, and class policy adherence
• Successfully develop additional training materials that helps improve agent’s performance
• Render phone time to keep product knowledge, skills and behaviors up to date.
• Perform ad hoc tasks to support departmental needs and functions.

Quality Analyst:

• Evaluate a required number of interactions (phone, chat, and/or e-mail) per week for all agents
• Accurately evaluate teammate behaviors using the company’s C.O.R.E. practice to successfully identify impacting strengths and opportunities
• Consistently and accurately communicate client opportunities to stakeholders
• Actively participate in weekly/bi-weekly calibration sessions
• Conduct weekly feedback sessions to impart communication and behavioral gaps to ensure customer service representative’s continuous performance improvement
• Render phone time to keep product knowledge, skills and behaviors up to date

Requirements:

• 2-year undergraduate degree (communications arts and education majors preferred)
• At least 1-2 year of experience as a call center/BPO Team Lead, SME, PS Trainers, QA
• Excellent communication skills
• Basic or intermediate Training and Facilitation Skills (specifically for PS Trainer)
• Experience in developing talents to its full potential
• Effective communication and interpersonal skills
• Proficient in creating reports and in using MS Office
• Must be willing to work flexible schedules (including weekends and holidays)

Competitive but not market‑top compensation; best suited for candidates prioritizing growth, stability, and long‑term career progression.

Pay: Php18,000.00 - Php35,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion

Experience:

• BPO Operations Leader: 1 year (Required)

Language:

• English (Required)

Location:

• Cebu City, Cebu (Required)

Work Location: In person