BPO - Team Leader (Hybrid Setup)

Unity Communications & Consulting Group Inc.; Parañaque; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

HMO coverage

VL/SL credits

Great culture

13th month pay

Non-taxable allowances

Bonus opportunities

Job summary

Unity Communications & Consulting Group Inc. is seeking a Team Leader to guide a customer-focused unit supporting a US-based client. You will coach, motivate, and develop your team while tracking performance and keeping the client confident in results.

If you enjoy seeing others succeed because you led them, this role is for you. The position is probationary, full-time, with a hybrid work setup in Metro Manila and EST-aligned hours.

Qualifications

• At least two years of BPO or customer support experience, with at least one year in a leadership role.
• Proven ability to coach and develop team members to meet performance targets.
• Solid understanding of service levels, quality scores, productivity, and schedule adherence.
• Experience handling performance documentation, evaluations, and performance improvement plans.
• Strong analytical and reporting skills, with proficiency in Excel or Google Sheets.
• Excellent written and verbal English communication skills, with client and management presentation confidence.
• Sound judgment and composure when handling escalations and high-pressure situations.
• Strong organizational skills and ability to manage multiple priorities.
• Internal applicants with leadership experience are highly preferred.

Responsibilities

• Lead day-to-day operations of the assigned team, maintaining presence and ensuring compliance with policies and client requirements.
• Monitor performance against KPIs, service levels, quality standards, and client expectations.
• Conduct regular coaching sessions, performance reviews, and development discussions with documented feedback and improvement plans.
• Develop and monitor performance improvement plans for underperforming members.
• Maintain accountability for productivity, attendance, schedule adherence, and quality; take corrective action as needed.
• Serve as first escalation point for operational issues, employee concerns, client matters, and service challenges.
• Monitor workflow, staffing levels, and system functionality to ensure uninterrupted service delivery.
• Facilitate onboarding and training for new hires; coordinate refresher and cross-training.
• Participate in candidate screening, interviews, and hiring decisions; identify high-potential employees.
• Complete administrative requirements accurately, including timesheets, evaluations, attendance, and reports.
• Act as communication bridge between management, the client, and the team; present performance updates.
• Provide hands-on production support during high-volume or staffing shortages and drive process improvements.

Skills

BPO experience

Coaching & development

Contact center metrics

Performance management

Excel / Google Sheets

English communication

Tools

Microsoft Excel

Job description

Great teams don’t happen by accident. Behind every agent who hits their targets, handles a tough customer with confidence, or grows into a bigger role, there’s a leader who showed up, paid attention, and pushed them to be better.

Unity Communications is looking for a Team Leader to guide a customer-focused team supporting one of our US-based clients. You’ll coach, motivate, and develop your people while keeping performance on track and the client confident in the results.

If you find real satisfaction in watching others succeed because of how you led them, this role was made for you!

How You Spend Your Eight Hours

• Lead the day-to-day operations of your assigned team, maintaining a visible presence and ensuring compliance with company policies and client requirements

• Monitor individual and team performance against key performance indicators (KPIs), service levels, quality standards, and client expectations

• Conduct regular coaching sessions, performance reviews, and development discussions, providing documented feedback and actionable improvement plans

• Develop, implement, and monitor performance improvement plans for underperforming team members

• Maintain accountability for team productivity, attendance, schedule adherence, and quality, taking corrective action when needed

• Serve as the first point of escalation for operational issues, employee concerns, client matters, and customer service challenges, escalating appropriately when necessary

• Monitor workflow, staffing levels, and system functionality to ensure uninterrupted service delivery

• Facilitate onboarding and training for new hires, and coordinate refresher training, cross-training, and upskilling for the team

• Participate in candidate screening, interviews, and hiring decisions, and help identify and develop high-potential employees

• Complete administrative requirements accurately and on time, including timesheet approvals, coaching documentation, performance evaluations, attendance and disciplinary records, and operational reports

• Act as the communication bridge between management, the client, and the team, including participating in client meetings and presenting performance updates and recommendations

• Provide hands-on production support during high volume or staffing shortages and lead or contribute to process improvement initiatives and special projects

What You Must Possess

• At least two years of BPO or customer support experience, with at least one year in a team lead, supervisory, or similar leadership role

• Proven ability to coach and develop team members to meet performance targets

• Solid understanding of contact center metrics such as service levels, quality scores, productivity, and schedule adherence

• Experience handling performance documentation, evaluations, and performance improvement plans

• Strong analytical and reporting skills, with proficiency in Microsoft Excel or Google Sheets

• Excellent written and verbal English communication skills, with confidence presenting to clients and management

• Sound judgment and composure when handling escalations and high-pressure situations

• Strong organizational skills and the ability to manage multiple priorities

• Internal applicants with leadership experience are highly preferred

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13th-month pay and other Philippine-government-mandated benefits

• Non-taxable allowances

• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Probationary, full-time position

• Hybrid work setup (Pasay-based with on-site requirements as needed)

• Night shift schedule, Monday to Friday, 10:00 a.m. to 7:00 p.m. Eastern Standard Time (EST)

• Weekends off (Saturday and Sunday)

• Internet requirements: minimum 100 Mbps for both primary and backup connections

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.