BPO Team Lead

PM Consulting; Philippines; On-site; PHP 391,000 - 781,000; Full time

Job summary

PM Consulting is seeking an experienced Customer Service Team Lead to supervise a dynamic team in a fast-paced contact center. You will drive performance, coach agents, monitor KPIs and ensure service levels are met, while maintaining a positive team environment.

The role requires 2-4 years in customer service and at least 1 year in supervision, strong communication, analytical skills, and proficiency with CRM systems to optimize workflows and customer experience.

Qualifications

• 2-4 years in customer service or contact center
• At least 1 year in a supervisory/lead role
• Strong leadership and interpersonal skills
• Excellent written and verbal communication skills
• Data-driven decision making and analytical abilities
• Proficiency with CRM systems and call center software
• Knowledge of KPIs and driving performance improvements
• Ability to work in a fast-paced environment
• Knowledge of customer service best practices
• Willingness to pursue certifications in team leadership or customer service management

Responsibilities

• Leading and supervising a team of customer service representatives to meet performance targets and SLAs
• Monitoring productivity, quality metrics and adherence to procedures with coaching
• Conducting performance reviews and developing action plans for improvement
• Managing scheduling, attendance and leave requests for staffing continuity
• Addressing escalations and resolving complex issues to maintain client satisfaction
• Implementing quality assurance processes and providing feedback
• Collaborating with other departments to improve workflows and CX
• Reporting on team performance metrics and insights to senior management
• Fostering a positive team environment and professional development
• Ensuring compliance with policies, data protection regulations and standards

Skills

Team leadership

Customer service

Performance management

Communication

CRM systems

Data analysis

Interpersonal skills

Tools

CRM software

Job description

Key responsibilities

• Leading and supervising a team of customer service representatives, ensuring they meet or exceed performance targets and service level agreements
• Monitoring team productivity, quality metrics and adherence to operational procedures, providing regular feedback and coaching to team members
• Conducting performance reviews, identifying training needs and developing action plans for continuous improvement
• Managing scheduling, attendance and leave requests to ensure adequate staffing levels and operational continuity
• Addressing customer escalations and resolving complex issues to maintain client satisfaction and retention
• Implementing and maintaining quality assurance processes, conducting call monitoring and providing constructive feedback
• Collaborating with other departments to improve workflows, processes and customer experience
• Reporting on team performance metrics, providing insights and recommendations to senior management
• Fostering a positive team environment that encourages motivation, engagement and professional development
• Ensuring compliance with company policies, data protection regulations and industry standards

What we're looking for

• Minimum of 2-4 years' experience in a customer service or contact center environment, with at least 1 year in a supervisory or team lead role
• Proven ability to manage and motivate a diverse team, with strong leadership and interpersonal skills
• Excellent communication skills, both written and verbal, with the ability to clearly articulate expectations and provide constructive feedback
• Strong analytical and problem-solving abilities, with a data-driven approach to decision‑making
• Proficiency with customer relationship management (CRM) systems and call center software
• Demonstrated understanding of key performance indicators (KPIs) and experience in driving performance improvements
• Ability to work in a fast‑paced, dynamic environment whilst maintaining composure and focus
• Knowledge of customer service best practices and industry standards
• Strong organizational and multitasking capabilities, with the ability to prioritize effectively
• Preferably holds or is willing to pursue relevant certifications in team leadership or customer service management