BPO Operations Team Lead | People & Performance

Private Advertiser

Kawit

On-site

PHP 391,000 - 558,000

Full time

8 days ago

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Job summary

Private Advertiser in Cavite, Philippines is seeking a results-driven Team Leader to supervise a 10-15 agent group in a busy BPO environment. The role focuses on coaching, monitoring performance, and ensuring payroll input accuracy while upholding client expectations.

You will lead by example, enforce company policies and SOPs, and coordinate staffing to maintain coverage and meet service levels. The ideal candidate has strong leadership, organizational skills, and experience with CRM and

Qualifications

Minimum 2-3 years of experience in a BPO environment with at least 1 year in a supervisory or leadership role.
Preferably proven Team Lead experience in BPO.
Strong leadership and team management skills.
Proficiency in performance metrics and reporting tools.
Strong organizational skills and attention to details.
Knowledge of CRM software, call management systems, and reporting tools used in BPO industry.

Responsibilities

Directly manage a team of 10-15 or more agents, including discipline, discharge, and payroll input accuracy.
Review and evaluate agents' performance weekly, monthly and quarterly; identify root causes and create improvement plans.
Maintain up-to-date product and procedural knowledge from updates, meetings, trainings and briefings.
Administer company policies, best practices, and SOPs to facilitate performance exceeding client expectations.
Track and report team's attendance and arrange coverage to meet staffing and client hours.
Perform other duties as assigned.