BPO Site Lead

The Role

We are looking for a high-calibre Site Lead to run the day-to-day operations of our Philippines contact centre. This is a senior operational role. It is not an HR role. It is not a finance role. Those functions are managed separately. You will work closely with the Operations Manager to drive performance across sales, quality and workforce. Your job is to execute at scale — building the operational discipline needed to 3X the current team while maintaining output quality and compliance.

Requirements:

• 8–12+ years of experience in contact centre operations, with at least 3 years in a senior leadership role
• Proven track record managing large inbound and outbound sales teams
• Strong knowledge of workforce management, rostering and capacity planning
• Deep understanding of contact centre sales metrics and QA frameworks
• Experience operating within Australian-client or international BPO environments preferred
• Highly data-driven — comfortable building and using performance dashboards
• Decisive, accountable and operational in nature — a floor leader, not a desk leader
• Strong ability to coach and develop team leaders to deliver results
• Experience supporting rapid team scaling is a strong advantage

Key Responsibilities:

Sales & Conversion

• Drive inbound and outbound conversion rates across all product lines
• Monitor agent performance including talk time, close rates and productivity daily
• Work with the Operations Manager to set targets and hold teams accountable
• Build and maintain reporting frameworks for sales efficiency and cost per acquisition
• Identify performance gaps and implement corrective action quickly

Quality & Compliance Maintain a compliance-first culture across all agent interactions

• Ensure all sales activities align with Australian regulatory requirements and partner standards
• Implement and oversee QA, coaching and audit frameworks
• Drive reduction in complaints and improvement in customer outcomes
• Escalate compliance risks immediately to the Operations Manager

Workforce Management

• Own rostering, shift planning and capacity forecasting
• Optimize staffing levels against sales demand and service level targets
• Improve agent utilization, efficiency and scheduling adherence
• Support the scaling plan to 3X current headcount in partnership with Operations

Manager and HR Manager

Operational Performance & Reporting

• Run daily and weekly performance reviews with team leaders
• Deliver operational reporting to the Operations Manager on a regular cadence
• Track and manage cost per sale, productivity and quality metrics
• Build a high-accountability culture through structured coaching and performance reviews
• Identify bottlenecks and operational inefficiencies and fix them fast

Team Leadership

• Lead, coach and develop team leaders and floor supervisors
• Set clear performance expectations and hold the floor accountable to them
• Work with the HR Manager on performance management cases as required
• Foster a strong performance culture grounded in results and accountability