BPO Team Lead - Telco, Tech Support & CS (Onsite Pasay)

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 480,000 - 720,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation is seeking a Team Manager to drive agent performance through coaching and weekly call reviews. The role requires leading calibration sessions and ensuring alignment with product updates and process changes.

Applicants should have a 2-year undergraduate degree and 1–2 years in BPO team management, with strong MS Office skills and willingness to work onsite in Pasay City, Metro Manila.

Qualifications

• 2-year undergraduate degree (communications arts and education majors preferred).
• At least 1-2 years of experience as a call center/BPO Team Manager.
• Experience in Telco, Technical Support, Customer Service or similar BPO accounts is an advantage.
• Excellent communication skills.
• Experience in developing talents to its full potential.
• Effective communication and interpersonal skills.
• Proficient in creating reports and in using MS Office.
• Willing to work flexible schedules (including weekends and holidays).
• Willing to work onsite in Pasay City, Metro Manila.

Responsibilities

• Facilitate the development of agent performance by conducting individual coaching sessions.
• Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities.
• Communicate and teach product updates, behavior gaps, call drivers or system issues.
• Actively participate in weekly/bi-weekly calibration sessions.
• Review, validate and approve requests within their authorization limits and take escalated calls.
• Build a strong working relationship with teammates and other departments.

Skills

Communication skills

Coaching

Reporting

MS Office

Education

Two-year undergrad degree

Tools

MS Office

Job description

ePERFORMAX Contact Centers Corporation is seeking a Team Manager to drive agent performance through coaching and weekly call reviews. The role requires leading calibration sessions and ensuring alignment with product updates and process changes.

Applicants should have a 2-year undergraduate degree and 1–2 years in BPO team management, with strong MS Office skills and willingness to work onsite in Pasay City, Metro Manila.