Customer Service Team Lead - Onsite Coaching & Performance

Lalamove; Parañaque; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Lalamove in the Philippines seeks a BPO leadership professional to guide a team of contact center agents onsite at PITX in Parañaque. You will coach, monitor, and develop staff to meet service goals and maintain quality standards.

Responsibilities include conducting regular coaching, leading weekly meetings, performing monthly reviews, and monitoring real-time metrics. You will also help optimize processes, support cross-functional initiatives, and foster a positive team culture.

Qualifications

• 2–3 years of BPO leadership experience.
• Leadership or supervisory experience.
• Experience handling voice and chat channels.
• Strong communication skills across all levels.
• Willing to work onsite in PITX, Parañaque.

Responsibilities

• Conduct regular coaching sessions with agents to identify performance gaps and drive improvement.
• Lead weekly team meetings to communicate updates and align on priorities.
• Monthly performance reviews and provide feedback for improvement.
• Real-time performance monitoring and adherence to schedules.
• Monitor key metrics to ensure targets are met (SLA, Abandon Rate, Answer Rate).
• QA calibration.
• Schedule shell management and internal team communications.
• Identify opportunities to improve internal processes and efficiency.
• Foster a positive and productive team environment.
• Other duties as assigned by management.

Skills

Team leadership

Coaching

Performance management

Data analysis

Reporting

Communication

BPO operations

Job description

Lalamove in the Philippines seeks a BPO leadership professional to guide a team of contact center agents onsite at PITX in Parañaque. You will coach, monitor, and develop staff to meet service goals and maintain quality standards.

Responsibilities include conducting regular coaching, leading weekly meetings, performing monthly reviews, and monitoring real-time metrics. You will also help optimize processes, support cross-functional initiatives, and foster a positive team culture.