Global BPO Team Lead & Performance Coach

Support Services Group; Cebu City; Sur place; PHP 500 000 - 750 000; Plein temps

Résumé du poste

Support Services Group in Cebu City is seeking an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. The ideal candidate will have strong BPO operations experience, excellent people-management skills, and a proven ability to adapt to different client requirements, processes, and business needs.

You will be responsible for managing performance, coaching and reviewing teams, monitoring KPIs, and coordinating with Operations, Quality,

Qualifications

• At least 2 years of experience as a Team Manager or 4 years as a supervisor in a BPO environment.
• Proven experience handling multiple accounts/campaigns, preferably for international clients.
• Strong knowledge of BPO operations, KPIs, performance management, and workforce practices.
• Excellent leadership, communication, coaching, and problem-solving skills.

Responsabilités

• Oversee daily operations and ensure teams meet or exceed performance, quality, and productivity targets.
• Manage multiple programs/accounts and adapt to different client requirements and priorities.
• Monitor KPIs and create action plans to address performance gaps.
• Conduct regular coaching, performance reviews, and team huddles to drive engagement and development.
• Coordinate with Operations, Quality, Training, Workforce, and Talent Acquisition to resolve concerns.
• Identify process improvements and recommend solutions to improve efficiency and customer experience.
• Handle escalations and provide timely resolutions to operational and employee concerns.
• Prepare and present performance reports and updates as needed.

Connaissances

Team management

People management

Leadership

Communication

Coaching

Problem solving

Stakeholder management

Description du poste

Support Services Group in Cebu City is seeking an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. The ideal candidate will have strong BPO operations experience, excellent people-management skills, and a proven ability to adapt to different client requirements, processes, and business needs.

You will be responsible for managing performance, coaching and reviewing teams, monitoring KPIs, and coordinating with Operations, Quality,