BPO Team Leader (Project Based)

Confidential; Quezon City; On-site; PHP 446,000 - 625,000; Full time

Job summary

Confidential in Metro Manila is seeking a proactive Team Lead to manage a CSR group in daily call center operations, ensuring targets and service levels are met. You will monitor individual and team performance, provide regular coaching, feedback, and formal evaluations.

The role includes handling escalated calls, preparing performance reports, analyzing metrics, and implementing improvement plans. You will design training, incentive programs, and team-building activities, and coordinate with HR

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.
• Excellent oral and written English communication skills.

Responsibilities

• Lead and coach a team of CSRs in daily call center operations, ensuring targets and service levels are met.
• Monitor individual and team performance, provide regular coaching, feedback, and performance evaluations.
• Handle escalated calls and support agents in complex customer interactions.
• Prepare performance reports, analyze metrics, and implement action plans for improvement.
• Design and facilitate training, incentive programs, and team-building activities.
• Coordinate with HR on employee relations, grievance handling, and payroll concerns.
• Collaborate with leadership to enhance processes, address issues, and maintain operational efficiency.

Skills

Team Lead / Coach experience

Call center operations knowledge

People management

English communication

Job description

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.

• At least two years (2) Team Lead / Coach Experience.
• Working knowledge of call center operations and organization is required.
• Supervisory and people-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.