Hybrid BPO Team Leader: Performance Coach & Onfloor Lead

Unity Communications; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

HMO coverage

Free dependent after 1 year

Free dependent after 2 years

VL/SL credits

13th-month pay

Performance bonuses

Growth opportunities

Birthday gifts

Job summary

Unity Communications in the Philippines is seeking a Team Leader for a hybrid setup to manage 28 agents on a prime account. You will translate KPIs into coaching plans, coach on the floor, and ensure the team runs smoothly day in and day out.

The role covers monitoring performance against KPIs, conducting coaching sessions, handling escalations, and participating in hiring. The position offers competitive benefits, weekends off, and a supportive work culture in Pasay.

Qualifications

• At least 2 years of experience as a Team Lead or supervisor in a call center/BPO.
• Strong communication and interpersonal skills to guide and motivate agents.
• Ability to handle escalations and high-pressure situations professionally.
• Proficiency with performance monitoring tools and reporting systems.
• Strong analytical and problem-solving skills to identify operational challenges.
• Solid organizational and time-management skills to juggle multiple responsibilities.

Responsibilities

• Monitor, track, and evaluate agents' performance against KPIs with regular feedback.
• Maintain a presence on the production floor to support productivity and system functionality.
• Design and run coaching sessions and improvement plans for underperforming agents.
• Handle escalations and high-level concerns involving the team or its members.
• Serve as the primary point of contact between management, the client, and agents.
• Participate in the selection and interview process for new agents joining the account.
• Conduct on-the-job training and upskilling to bring agents up to Unity and client standards.
• Onboard, train, and support new hires within the department.
• Manage internal TL responsibilities, including timesheets, coaching and feedback sessions, agent performance evaluations, and administrative reports.
• Ensure the overall functionality and efficiency of the team in meeting performance objectives.

Skills

Team Leadership

Coaching

Performance monitoring

Data analysis

Interpersonal communication

Tools

Reporting systems

Job description

Unity Communications in the Philippines is seeking a Team Leader for a hybrid setup to manage 28 agents on a prime account. You will translate KPIs into coaching plans, coach on the floor, and ensure the team runs smoothly day in and day out.

The role covers monitoring performance against KPIs, conducting coaching sessions, handling escalations, and participating in hiring. The position offers competitive benefits, weekends off, and a supportive work culture in Pasay.