Team Leader

The role of the Team Leader is to meet and exceed business objectives ensuring consistent achievement of all targets and KPIs. He/She is also responsible to manage, inspire and motivate staff and leaders to ensure operational excellence, high employee and client engagement and service improvement is achieved.
  • Responsible for leading the team and for the delivery of the overall operational metrics & targets.
  • Manage day to day operations and be quick in addressing obstacles and deliver resolutions
  • Maintain and improve performance by identifying and resolving problems including completion of action plans
  • Analyse reports, data and trend for strategic planning to reach targets
  • Recommend action plans based on day to day statistics and numbers
  • Coordinate directly to the client for any issues within the team that need to be addressed
  • Ensure delivery of KPIs and targets including day to day service levels, customer experience, quality measures and compliance measures
  • Responsible for the development of the team by optimising the skills of the existing team. In partnership with our internal recruitment teams, hire the best talent for the roles.
  • Motivate and effectively performance manage the team to ensure delivery of overall targets and business plan
  • Manage and develop client relationships by conducting (where appropriate) client reviews and day to day ops liaison within key workstream
  • Set and review Quality performance standards and organisational objectives
  • Coordinate and administer scheduling systems and roster of staff
  • Enforce policies and procedures by overseeing the administration of coaching and corrective actions
  • Assist the client with any reports, documentations or ad hoc tasks as needed
  • Proven working experience as a team manager or operations manager for min of 5 years
  • Previous background in BPO or shared services settings preferably with AU and or NZ campaigns
  • Solid experience in working directly with clients and managing offshore team
  • People oriented and results driven
  • Excellent in English communication both verbal and written

Perks and Benefits


Job Satisfaction

Here at DBOS, we take care of our staff. Not only will you get a stable career, being part of our team also means you get health coverage, vacation and sick leaves, a handsome salary and other bonuses! We only want what’s best for our employees, and that includes keeping them healthy, productive, and happy.


Work-Life Balance

We give our staff enough time off work, enabling them to balance corporate and family life. Most people think working at a BPO company requires nightshifts, but here at DBOS, our staff is only active during the day. Do you want your weekends spent at home? Don’t worry, our schedules got you covered.


Open Communication

As a company, we strive to lead by example, which is why here at DBOS, we maintain an open line of communication between the administration and the rest of our staff. Our founder, Jacqui Miller, places an emphasis on the visibility of our leaders in the workplace. Got something to say? Comments, suggestions or reactions? We will lend our ears to you.


Employee Appreciation

Your success is our success, and we make sure to help you reach your maximum potential. We also have surprise treats and activities for everyone on board the DBOS team. We don’t have a shortage of celebrations here because we believe that building strong relationships with our staff is a priority. Once you become part of our team, we make sure to make you be as comfortable as possible.


Workplace Diversity

Everyone is welcome here at DBOS! We see to it that you’ll never feel out of place, and help you be comfortable with the work environment. Our team is comprised of great people who are more than happy to see a new face around. Joining us is like joining another family!

What it’s like to be part of DBOS?

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    Head Office and Contact Center

    Unit 606, 6th Floor, Digital & IT Office: Unit 501, 5th Floor, The Spark Place, P.Tuazon, cor 10th Ave., Araneta Center Cubao, Quezon City 1109 Metro Manila