BPO Team Leader | Teleperformance MOA

Teleperformance; Pasay; On-site; PHP 669,600 - 1,004,400; Full time

Job summary

Teleperformance is seeking a dynamic BPO Team Leader to join our Pasay City MOA facility. You will supervise a team of customer service representatives, coach performance, monitor metrics, and ensure service quality in a fast-paced on-site environment.

The role requires strong leadership, English fluency, and a track record in customer service operations. We offer full-time employment with opportunities to drive client satisfaction and operational excellence at Teleperformance.

Qualifications

• Bachelor’s degree is required or equivalent professional qualification.
• Proven supervisory experience in a call center, BPO or customer service environment.
• Fluent English communication, both written and spoken.

Responsibilities

• Supervise and manage a team of customer service representatives, ensuring targets and SLAs are met.
• Provide coaching, training and performance reviews for team development.
• Monitor call quality, handle time and customer satisfaction metrics per standards.
• Address and resolve escalated customer issues and employee concerns promptly.
• Maintain records and reports on team performance, attendance and productivity.
• Lead team engagement initiatives to improve retention and culture.
• Collaborate with other departments to identify process improvements.
• Ensure adherence to policies, client requirements and compliance.
• Participate in recruitment, onboarding and training of new team members.
• Communicate progress and challenges to senior management.

Skills

Team leadership

Customer service ops

Communication skills

Multitasking

Problem solving

WFM/CRM tech

MS Office

English fluency

Flexible hours

Workflow management

Education

Bachelor's degree or equivalent

Tools

CRM platforms

Call center technologies

Microsoft Office

Job description

About the role

We are looking for a dynamic and motivated BPO Team Leader to join Teleperformance at our MOA (Mall of Asia) location in Pasay City, Metro Manila. This is a full-time position that offers an exciting opportunity to lead and inspire a team in one of the Philippines' premier business process outsourcing organizations. As a Team Leader, you will be at the forefront of our customer service operations, responsible for managing a team of customer service representatives and ensuring exceptional service delivery. This role is strategically important to our operations, as you will be instrumental in driving team performance, maintaining service quality standards, and contributing to the overall success of Teleperformance's client relationships. You will work on‑site at our Pasay City facility and be part of a collaborative, fast‑paced environment where your leadership skills will be highly valued.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring they meet performance targets and service level agreements
• Conduct regular coaching, training and performance reviews with team members to support their professional development and growth
• Monitor call quality, handle time and customer satisfaction metrics to ensure compliance with established standards
• Address and resolve escalated customer issues and employee concerns in a timely and professional manner
• Maintain accurate records and reports on team performance, attendance and productivity
• Implement team engagement initiatives to foster a positive workplace culture and improve retention
• Collaborate with other departments and management to identify process improvements and operational efficiencies
• Ensure adherence to company policies, client requirements and regulatory compliance standards
• Participate in recruitment, onboarding and training of new team members as needed
• Communicate effectively with senior management regarding team performance, challenges and opportunities

What we're looking for

• Proven supervisory or team leadership experience in a call center, BPO or customer service environment
• Strong understanding of customer service operations, key performance indicators and quality assurance processes
• Excellent communication and interpersonal skills with the ability to motivate and inspire team members
• Demonstrated ability to manage multiple priorities, meet deadlines and work under pressure
• Problem‑solving mindset with the capacity to handle conflict resolution and escalated situations diplomatically
• Knowledge of workforce management systems, CRM platforms and call center technologies
• Strong analytical skills with proficiency in Microsoft Office applications
• Bachelor's degree or equivalent professional qualification is preferred
• Fluency in English, both written and verbal, is essential; additional language skills are a plus
• Willingness to work flexible hours, including shifts and potential weekend work, based on operational requirements

About us

Teleperformance is a global leader in customer experience and digital business services, serving clients across diverse industries worldwide. With a presence in multiple countries and a workforce of dedicated professionals, we are committed to delivering exceptional customer experiences and innovative solutions. Our company values integrity, excellence and customer‑centricity, and we pride ourselves on creating an environment where talent can flourish and contribute meaningfully to our clients' success. At Teleperformance, we believe that our people are our greatest asset, and we are dedicated to building a workplace culture that inspires, challenges and rewards our team members for their contributions and commitment.