BPO Team Leader (Project Based)

Confidential; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

Confidential in Araneta, Cubao seeks a Team Leader/Team Coach to manage a CSR team on-site for a 6-month contract. You will drive performance, coach agents, and handle escalations to ensure targets and service levels are met.

The role requires 2+ years in team leadership, strong knowledge of call center operations, and excellent English communication. You will coordinate with HR on payroll and employee relations while shaping training and incentive programs.

Qualifications

• At least 2 years of Team Lead / Coach experience.
• Working knowledge of call center operations and organization is required.
• Supervisory and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills.

Responsibilities

• Lead and manage a team of CSRs in daily call center operations.
• Monitor performance and provide regular coaching, feedback, and evaluations.
• Handle escalated calls and support agents in complex interactions.
• Prepare performance reports and analyze metrics; implement improvement plans.
• Design and facilitate training, incentive programs, and team-building activities.
• Coordinate with HR on employee relations and payroll concerns.
• Collaborate with leadership to enhance processes and maintain efficiency.

Skills

Team leadership

Call center ops

Supervisory skills

Project mgmt

English communication

Job description

Position: Team Leader / Team Coach

Location: Araneta, Cubao

Contract Duration: 6 months

Overview:

Leads and manages a team of CSRs in daily call center operations, ensuring targets and service levels are met. Monitors individual and team performance, provides regular coaching, feedback, and performance evaluations. Handles escalated calls and supports agents in complex customer interactions. Prepares performance reports, analyzes metrics, and implements action plans for improvement. Designs and facilitates training, incentive programs, and team-building activities. Coordinates with HR on employee relations, grievance handling, and payroll concerns. Collaborates with leadership to enhance processes, address issues, and maintain operational efficiency.

What We're Looking For:

• At least two years (2) Team Lead / Coach Experience.
• Working knowledge of call center operations and organization is required.
• Supervisory and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills
• Amenable to fully work on site in Araneta, Cubao.
• Adaptive to changing work schedules and working hours.