{"id":3264647,"url":"https://alion.io/job/sourcefit-team-lead","title":"Team Lead","company":{"id":50085,"name":"Sourcefit","domain":"sourcefit.com","url":"https://alion.io/company/sourcefit","size_band":"51-200","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":79,"open_postings":7,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":29000,"period":"year","method":"role_seniority_country_cell","sample_n":14},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T04:30:44Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T08:22:25Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Role Summary:\nA Team Lead is responsible for overseeing daily operations within a specific shift, ensuring that tasks are completed efficiently and effectively. Their duties include supervising staff, delegating tasks, maintaining safety and quality standards, addressing customer concerns, managing schedules, and ensuring compliance with company policies. They also monitor performance metrics, provide training and support to team members, and handle any operational issues that arise during their shift to ensure smooth business functioning.\nJob Details:\nShifting Schedule including weekends (5-day work week)\nLocation: Eastwood QC\nHybrid work setup (Onsite Days - Wednesday and Thursday / Work from Home Days - Monday, Tuesday, Friday (Saturday & Sunday))\nResponsibilities & Tasks:\nOperations Management\nEnsure shift is SLA compliant\nAddress customer inquiries, concerns, and complaints professionally, ensuring a positive experience\nDocument incidents and irregularities and report ongoing issues to middle or upper management\nDevelop and implement support policies and procedures\nProvides final resolution on customer complaints and escalated cases\nRespond to Client’s Emails, and Live Chats\nAnswer inbound calls and respond to customer inquiries\nMonitors and ensures that inbound calls are handled in a timely manner (Call Queue Monitoring)\nCoordinate with other departments to address customer needs\nAccomplishes and submits Supervisor’s daily and monthly reports\nEnsure efficient and smooth daily operations, monitor product quality, and maintain a clean and organized work environment\nHandles VIP Client support\nAnalyze customer feedback to identify areas for improvement and help develop strategies to enhance overall customer experience\nPrepares team shift and task schedule\nPeople Management\nManaging and mentoring staff\nCoordinate activities, delegate tasks, and provide guidance and support to team members during the shift\nMonitoring team performance through metrics\nMediate conflicts among team members, resolve operational issues, and make effective decisions under pressure\nOnboard and train new employees, provide ongoing coaching, and reinforce company standards\nOthers\nOther tasks and responsibilities may be required by the business to ensure operational continuity and support overall company objectives\nQualifications\nBachelor’s degree in Business Administration, Management, or any related field.\nMinimum of 2 years of teamlead/supervisory, or people management experience in a call center or BPO environment.\nExperience in Supply Chain, Trade, Logistics, or related industries is an advantage but not required.\nDemonstrated ability to lead a team, manage performance, and drive productivity while maintaining quality standards.\nWillingness and ability to learn business processes, operational systems, and client-specific requirements.\nSkills and Competencies Required\nExcellent interpersonal, written and verbal communication, problem-solving, and presentation skills.\nSelf-motivated, proactive, and results-oriented, with the ability to work independently and take ownership of responsibilities.\nHighly organized, reliable, and detail-oriented, with strong time management and prioritization skills.\nPractical and resourceful in resolving day-to-day operational issues promptly, while maintaining the ability to see the bigger picture and identify opportunities for process improvement.\nStrong analytical and decision-making skills, with the ability to assess situations, identify root causes, and implement effective solutions.\nEffective leadership and people management skills, including coaching, motivating, and supporting team members to achieve operational goals.\nAbility to manage multiple priorities, meet deadlines, and adapt to changing business requirements.\nStrong sense of accountability, professionalism, and commitment to service quality and continuous improvement.","description_format":"text","description_chars":3910,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid 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