Hybrid Team Leader: Elevate CX & Coaching

Unity Communications & Consulting Group Inc.; Parañaque; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

HMO coverage

VL/SL credits

Great culture

13th month pay

Non-taxable allowances

Bonus opportunities

Job summary

Unity Communications & Consulting Group Inc. is seeking a Team Leader to guide a customer-focused unit supporting a US-based client. You will coach, motivate, and develop your team while tracking performance and keeping the client confident in results.

If you enjoy seeing others succeed because you led them, this role is for you. The position is probationary, full-time, with a hybrid work setup in Metro Manila and EST-aligned hours.

Qualifications

• At least two years of BPO or customer support experience, with at least one year in a leadership role.
• Proven ability to coach and develop team members to meet performance targets.
• Solid understanding of service levels, quality scores, productivity, and schedule adherence.
• Experience handling performance documentation, evaluations, and performance improvement plans.
• Strong analytical and reporting skills, with proficiency in Excel or Google Sheets.
• Excellent written and verbal English communication skills, with client and management presentation confidence.
• Sound judgment and composure when handling escalations and high-pressure situations.
• Strong organizational skills and ability to manage multiple priorities.
• Internal applicants with leadership experience are highly preferred.

Responsibilities

• Lead day-to-day operations of the assigned team, maintaining presence and ensuring compliance with policies and client requirements.
• Monitor performance against KPIs, service levels, quality standards, and client expectations.
• Conduct regular coaching sessions, performance reviews, and development discussions with documented feedback and improvement plans.
• Develop and monitor performance improvement plans for underperforming members.
• Maintain accountability for productivity, attendance, schedule adherence, and quality; take corrective action as needed.
• Serve as first escalation point for operational issues, employee concerns, client matters, and service challenges.
• Monitor workflow, staffing levels, and system functionality to ensure uninterrupted service delivery.
• Facilitate onboarding and training for new hires; coordinate refresher and cross-training.
• Participate in candidate screening, interviews, and hiring decisions; identify high-potential employees.
• Complete administrative requirements accurately, including timesheets, evaluations, attendance, and reports.
• Act as communication bridge between management, the client, and the team; present performance updates.
• Provide hands-on production support during high-volume or staffing shortages and drive process improvements.

Skills

BPO experience

Coaching & development

Contact center metrics

Performance management

Excel / Google Sheets

English communication

Tools

Microsoft Excel

Job description

Unity Communications & Consulting Group Inc. is seeking a Team Leader to guide a customer-focused unit supporting a US-based client. You will coach, motivate, and develop your team while tracking performance and keeping the client confident in results.

If you enjoy seeing others succeed because you led them, this role is for you. The position is probationary, full-time, with a hybrid work setup in Metro Manila and EST-aligned hours.