Onsite BPO Team Lead | Coaching & Performance

Confidential; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

Confidential in Araneta, Cubao seeks a Team Leader/Team Coach to manage a CSR team on-site for a 6-month contract. You will drive performance, coach agents, and handle escalations to ensure targets and service levels are met.

The role requires 2+ years in team leadership, strong knowledge of call center operations, and excellent English communication. You will coordinate with HR on payroll and employee relations while shaping training and incentive programs.

Qualifications

• At least 2 years of Team Lead / Coach experience.
• Working knowledge of call center operations and organization is required.
• Supervisory and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills.

Responsibilities

• Lead and manage a team of CSRs in daily call center operations.
• Monitor performance and provide regular coaching, feedback, and evaluations.
• Handle escalated calls and support agents in complex interactions.
• Prepare performance reports and analyze metrics; implement improvement plans.
• Design and facilitate training, incentive programs, and team-building activities.
• Coordinate with HR on employee relations and payroll concerns.
• Collaborate with leadership to enhance processes and maintain efficiency.

Skills

Team leadership

Call center ops

Supervisory skills

Project mgmt

English communication

Job description

Confidential in Araneta, Cubao seeks a Team Leader/Team Coach to manage a CSR team on-site for a 6-month contract. You will drive performance, coach agents, and handle escalations to ensure targets and service levels are met.

The role requires 2+ years in team leadership, strong knowledge of call center operations, and excellent English communication. You will coordinate with HR on payroll and employee relations while shaping training and incentive programs.