BPO Operations Team Lead: Coaching & Performance

Teleperformance; Pasig; On-site; PHP 670,000 - 893,000; Full time

Job summary

Teleperformance in Pasig, Philippines is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The role emphasizes coaching, performance management, and motivating a team to hit KPIs in a high-volume BPO environment.

The ideal candidate has 2-3 years of Team Leader experience in a BPO, strong communication and leadership skills, and proficiency with MS Office and reporting tools; willingness to work onsite and on a shifting

Qualifications

• 2–3 years of Team Leader experience in a BPO.
• Experience coaching, performance management, and team development.
• Excellent communication and leadership skills.
• Strong analytical and problem-solving abilities.
• Proficient with MS Office and reporting tools.
• Willing to work onsite and on a shifting schedule.

Responsibilities

• Manage and lead a team of Customer Service Representatives.
• Monitor daily performance and KPIs, SLAs, productivity targets.
• Conduct regular coaching sessions and performance reviews.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.
• Handle employee concerns, attendance issues, and disciplinary actions as needed.
• Facilitate team huddles, calibration sessions, and engagement activities.
• Collaborate with Operations Managers to drive business objectives.
• Ensure adherence to company policies, compliance requirements, and client expectations.
• Develop action plans to improve team performance and customer experience.

Skills

Leadership

Coaching

Performance management

Communication

Interpersonal skills

Analytical thinking

Problem-solving

MS Office

Tools

Reporting tools

Job description

Teleperformance in Pasig, Philippines is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The role emphasizes coaching, performance management, and motivating a team to hit KPIs in a high-volume BPO environment.

The ideal candidate has 2-3 years of Team Leader experience in a BPO, strong communication and leadership skills, and proficiency with MS Office and reporting tools; willingness to work onsite and on a shifting