Site Lead

JOB DESCRIPTION

The position is responsible for serving as the primary on‑site representative overseeing day‑to‑day operations at assigned partner locations. It ensures alignment between workforce operations and overall business objectives by driving operational efficiency, compliance with standard operating procedures, and consistent service delivery. The role manages site operations, people performance, facilities readiness, and coordination with partner stakeholders, while maintaining close alignment with headquarters to support productivity, quality, and operational continuity.

KEY RESPONSIBILITIES

• Oversee daily site operations to ensure compliance with security protocols, operational standards, regulatory requirements, and established ways of working.
• Ensure alignment with defined operational processes and workflows to promote consistency, efficiency, and service quality.
• Proactively identify, escalate, and resolve operational issues that may impact productivity, performance, or service delivery.
• Monitor the condition and availability of tele‑operations equipment to ensure uninterrupted operations.
• Coordinate preventive maintenance, repairs, replacements, and procurement of tools and equipment as needed.
• Ensure operational readiness by aligning staffing with demand forecasts, monitoring daily performance metrics, and supporting business continuity measures.
• Collaborate with internal and external stakeholders to meet service level expectations and drive continuous improvement initiatives.
• Coordinate closely with BPO partners to ensure facilities, IT infrastructure, and operational requirements are adequately maintained.
• Manage and supervise tele‑operators across partner sites, ensuring adherence to standard operating procedures and performance expectations.
• Track productivity, KPIs, training progress, and coaching outcomes to support capability building and continuous improvement.
• Conduct briefings and alignment meetings to ensure priorities, updates, and operational changes are communicated effectively.
• Maintain regular reporting and escalation with headquarters to ensure transparency, governance adherence, and operational alignment.
• Coordinate with operations, HR, and analytics teams to support performance management, workforce welfare, and process enhancements.

QUALIFICATIONS & REQUIREMENTS:

• You must have 3–5 years of relevant experience in site operations, workforce management, or a similar role, preferably within a BPO or outsourced operations environment.
• You must have proven people management experience, including performance monitoring, coaching, and productivity management.
• You must have strong organizational, problem‑solving, and escalation management skills.
• You must have strong written and verbal communication skills in English.
• You must be proactive, adaptable, and able to thrive in a fast‑paced, technology‑driven environment.
• You must be willing to work onsite at assigned locations.

Work Schedule: Shifting Schedule

Work Setup: Onsite - Calamba, Laguna