Hybrid Team Leader: Coach, Elevate & Deliver Support

Unity Communications; Parañaque; Hybrid; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

HMO after regularization

VL/SL credits after regularization

Culture of support and growth

13th-month pay and mandated benefits

Non-taxable allowances

Performance bonuses and growth

Job summary

Unity Communications is seeking a Team Leader to guide a customer-focused team supporting a US-based client. You will coach, motivate, and develop people while tracking performance and maintaining client confidence in outcomes.

If you enjoy watching others succeed through effective leadership, this role is for you and offers a hybrid Pasay-based setup with on-site requirements as needed.

Qualifications

• Two+ years in BPO or customer support, with at least one year in a team lead/ supervisory role.
• Proven ability to coach and develop team members to meet targets.
• Solid understanding of contact center metrics (service levels, quality scores, productivity, schedule adherence).
• Experience handling performance documentation and improvement plans.
• Strong analytical and reporting skills with Excel or Google Sheets.

Responsibilities

• Lead day-to-day operations of the assigned team with visible leadership.
• Monitor performance against KPIs, service levels, quality, and client expectations.
• Conduct regular coaching, performance reviews, and provide actionable feedback.
• Develop and monitor performance improvement plans for underperformers.
• Ensure accountability for productivity, attendance, and schedule adherence.
• Serve as first escalation point for issues and client concerns.
• Monitor workflow, staffing, and system functionality for uninterrupted service.
• Oversee onboarding and ongoing training for the team.
• Participate in candidate screening, interviews, and hiring decisions.
• Complete administrative requirements accurately (timesheets, evaluations, records).
• Act as bridge between management, client, and team; present performance updates.
• Provide hands-on production support during high volume or staffing shortages.

Skills

Team leadership

Coaching

KPIs & metrics

Performance documentation

Excel / Sheets

English communication

Handling escalations

Organizational skills

Internal applicants welcomed

Tools

Excel

Google Sheets

Job description

Unity Communications is seeking a Team Leader to guide a customer-focused team supporting a US-based client. You will coach, motivate, and develop people while tracking performance and maintaining client confidence in outcomes.

If you enjoy watching others succeed through effective leadership, this role is for you and offers a hybrid Pasay-based setup with on-site requirements as needed.