Bpo - Team Leader (Hybrid Setup)

Unity Communications; Philippines; Hybrid; PHP 502,000 - 725,000; Full time

Benefits offered by this job

HMO coverage

VL/SL credits

13th-month pay

Non-taxable allowances

Performance bonuses

Job summary

Unity Communications seeks a Team Leader in Pasay for a hybrid setup to lead a 28-agent account, turning KPIs into coaching plans, and ensuring daily operations run smoothly on the floor, with strong client interaction.

You will guide performance, handle escalations, and support development of agents to meet client expectations in a dynamic BPO environment.

Qualifications

• At least 2 years of experience as a Team Lead or in a supervisory role within a call center/BPO
• Strong communication and interpersonal skills to guide and motivate agents
• Ability to handle escalations and high-pressure situations professionally
• Proficiency with performance monitoring tools and reporting systems
• Strong analytical and problem-solving skills
• Solid organizational and time-management skills

Responsibilities

• Monitor, track, and evaluate agents' performance against KPIs with regular feedback
• Maintain a constant presence on the production floor to support productivity
• Design and run coaching sessions and improvement plans for underperforming agents
• Handle escalations and high-level concerns involving the team
• Serve as primary point of contact between management, client, and agents
• Participate in selection and interview processes for new agents
• Conduct on-the-job training and upskilling to meet standards
• Onboard, train, and support new hires within the department
• Manage internal TL responsibilities including timesheets, coaching sessions, and reports
• Ensure overall functionality and efficiency of the team in meeting objectives

Skills

Team leadership

Call center experience

Communication skills

Coaching

Performance monitoring

Job description

BPO - Team Leader (Hybrid Setup)

Company : Unity Communications Job Type : Full Time Philippines

Job Description

Even the best teams need a leader who's actually in it with them, on the floor, in the numbers, and in the hard conversations. That's the kind of person we’re looking for at Unity Communications!

As a Team Lead for our prime account, you'll be the connective tissue between 28 agents, management, and the client. You will translate KPIs into coaching plans, catch problems before they elevate, and make sure the team runs the way it should, day in and day out.

If you thrive on ownership and enjoy developing people, then we want you!

How You Spend Your Eight Hours

• Monitor, track, and evaluate agents' performance against pre-determined KPIs, providing regular feedback to keep the team on target
• Maintain a constant presence on the production floor, staying engaged with agents to support productivity and system functionality
• Design and run coaching sessions and improvement plans for underperforming agents to help them meet client expectations
• Handle escalations and other high-level concerns involving the team or its members
• Serve as the primary point of contact between Unity management, the client, and agents
• Participate in the selection and interview process for new agents joining the account
• Conduct on-the-job training and upskilling to bring agents up to Unity and client standards
• Onboard, train, and support new hires within the department
• Manage internal TL responsibilities, including timesheets, coaching and feedback sessions, agent performance evaluations (1st, 3rd, and 6th month, plus annual), and administrative reports
• Ensure the overall functionality and efficiency of the team in meeting performance objectives

What You Must Possess

• At least 2 years of experience as a Team Lead or in a similar supervisory role within a call center or BPO environment
• Strong communication and interpersonal skills to guide and motivate agents effectively
• Ability to handle escalations and high-pressure situations professionally
• Proficiency with performance monitoring tools and reporting systems
• Strong analytical and problem-solving skills to identify and address operational challenges
• Solid organizational and time-management skills to juggle multiple responsibilities at once

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
• Weekends off (Saturday and Sunday)
• Hybrid work setup in Pasay

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.