Onsite Operations Lead / Supervisor

The Onsite Operations Lead is physically based 100% on the office floor in BGC, Taguig City. This role manages daily floor operations, enforces agent attendance and active working time, and maintains high productivity across all assigned onsite and hybrid client accounts. Serving as the primary point of contact for facility and site matters, this position ensures on-site agent performance aligns with offshore client expectations.

Responsibilities & Core Accountabilities:

• 100% Onsite Floor Management & Discipline:

  • Maintain a constant physical presence on the office floor throughout operational shifts.
  • Enforce strict schedule adherence, punctuality, break management, and active working time for all onsite and hybrid agents.
  • Immediately address idle time, unapproved offline periods, or workplace policy violations on the floor.

• Multi-Account Supervision & Site Governance:

  • Manage daily floor operations for assigned onsite and hybrid client accounts.
  • Account coverage will expand, scale, or shift as new client accounts require physical floor management, hybrid supervision, or shared-services oversight in BGC.
  • Serve as the primary Point of Contact (POC) for building/site management, facility requests, and biometric/access tracking.

• SLA Queue Monitoring & Performance Coaching:

  • Monitor real-time task queues, resolution speeds, and billable utilization (target: 80%–85% active working rate) to ensure all assigned accounts hit client SLAs (≥95% adherence).
  • Conduct weekly 1:1 coaching sessions with onsite agents and leads to address individual performance gaps.

• Account Health Logging & Client Communication:

  • Lead scheduled weekly/bi-weekly operational syncs and MBRs with offshore client managers.
  • Audit daily shift logs in coordination with the Operations Admin and log weekly GHL Account Health notes (Green/Yellow/Red) prior to weekly meetings.

Qualifications:

• 2 to 3+ years of experience as a Team Lead, Supervisor, or Operations Lead in a BPO or outsourcing setup.
• Demonstrated experience managing physical BPO floors, multiple client accounts, or shared-services teams.
• Strong authority and confidence in enforcing workplace rules, timekeeping, and active working habits.
• Proficient with time-tracking platforms (Hubstaff, Sprout HRIS), CRM software (GHL), and ticketing tools (Zendesk, Salesforce).