BPO Team Leader/Team Manager (Manila & Cebu site)

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 446,000 - 781,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation in the Philippines is hiring a Team Manager to lead and coach contact center agents. You will drive agent performance through individual coaching, monitor interactions, and ensure alignment with service targets.

The role requires 1–2 years in BPO team leadership, a relevant degree, strong communication, and MS Office proficiency. Onsite work in Pasay City (Metro Manila) or Cebu City with flexible schedules is expected.

Qualifications

• 1–2 years of experience as a call center/BPO Team Manager.
• Experience in Telco, Technical Support, or Customer Service BPO is an advantage.
• Excellent communication and interpersonal skills.
• Proficient in creating reports and MS Office.

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

Team Manager experience

Telco

Technical Support

Customer Service

MS Office

Excellent communication

Flexible schedules

Education

Undergraduate degree (communications arts or education preferred)

Job description

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

Requirements:

• 2-year undergraduate degree (communications arts and education majors preferred)

• At least 1-2 year of experience as a call center/BPO Team Manager

• Experience in various lines of business including Telecommunications (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

• Must be willing to work flexible schedules (including weekends and holidays)

• Must be willing to work onsite in Pasay City, Metro Manila or Cebu City