Customer Experience Team Lead | People & Performance

Helpware; Cebu City; On-site; PHP 502,000 - 725,000; Full time

Job summary

Helpware in Cebu, Philippines is seeking an experienced Team Leader to supervise a CSR team and drive performance to meet client standards.

You will coach 10–15 agents, review metrics, manage staffing, and align the team with our mission and leadership principles while ensuring timely execution in a fast-paced environment. The role also emphasizes project and client management, graveyard or shifting schedules, and growth opportunities for the account.

Qualifications

• 2+ years of team leadership experience in BPO.
• Proven ability to manage performance metrics.
• Excellent communication and leadership skills.

Responsibilities

• Direct line management for Helpware with a size of 10-15 agents.
• Manage performance behavior through regular team meetings, mentoring, and coaching.
• Regularly review and analyze performance to drive effectiveness and opportunities.
• Ensure agents understand the company's mission and leadership principles.
• Oversee staffing plan and schedule adherence per business needs.
• Nurture a culture aligned with leadership principles and accountability.
• Must have strong time management skills and adapt to fast pace.

Skills

Team leadership

Performance metrics

Coaching & mentoring

Client management

Time management

Project management

Communication

Job description

Helpware in Cebu, Philippines is seeking an experienced Team Leader to supervise a CSR team and drive performance to meet client standards.

You will coach 10–15 agents, review metrics, manage staffing, and align the team with our mission and leadership principles while ensuring timely execution in a fast-paced environment. The role also emphasizes project and client management, graveyard or shifting schedules, and growth opportunities for the account.