BPO Team Lead: Performance & Coaching

Private Advertiser; Kawit; On-site; PHP 446,000 - 781,000; Full time

Job summary

Private Advertiser in Cavite, Philippines seeks an experienced Team Leader to guide a 10-15+ agent group in a fast-paced BPO environment. You will coach, monitor performance, and ensure alignment with client expectations, payroll inputs, and adherence to SOPs.

The role requires hands-on leadership, strong analytical skills to review metrics, and the ability to implement improvement plans to close performance gaps while maintaining accuracy and discipline across the team.

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 customer relationship management (CRM) software, call management systems, and reporting tools commonly used in the BPO industry

Responsibilities

• Directly manage a team of 10-15 or more agents, including the provision of appropriate discipline, discharge, and ensuring accuracy of inputs regarding payroll documentation.
• Review and evaluate agents' performance on a weekly, monthly and quarterly basis. Pinpointing root cause for performance variance, trending, and creating improvement plans to correct and improve performance gaps.
• Maintain up-to-date level of product and procedural knowledge be being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Responsible for administering company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.
• Responsible for accurately tracking and reporting the team's attendance and seeking coverage as needed to secure staffing and meet committed hours according to the client's expectations.
• Performs other duties as assigned.

Skills

Team leadership

Performance metrics

CRM software

Call management systems

Reporting tools

Organizational skills

Tools

CRM software

Call management systems

Reporting tools

Job description

Private Advertiser in Cavite, Philippines seeks an experienced Team Leader to guide a 10-15+ agent group in a fast-paced BPO environment. You will coach, monitor performance, and ensure alignment with client expectations, payroll inputs, and adherence to SOPs.

The role requires hands-on leadership, strong analytical skills to review metrics, and the ability to implement improvement plans to close performance gaps while maintaining accuracy and discipline across the team.