Onsite Operations Team Lead: Coaching & KPIs

Teleperformance; Davao City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance in Davao City, Philippines is seeking a results-driven Team Leader to oversee day-to-day operations and drive team performance in a BPO environment. The ideal candidate has 2-3 years of experience as a Team Leader, excels in coaching and performance management, and can motivate a team to achieve service excellence on a shifting onsite schedule.

You will mentor representatives, monitor KPIs, and collaborate with operations to meet client expectations while maintaining quality and

Qualifications

• At least 2-3 years of experience as a Team Leader in a BPO setting.
• Proven experience in coaching, performance management, and team development.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficient in Microsoft Office applications and reporting tools.
• Willing to work onsite and on a shifting schedule.

Responsibilities

• Manage and lead a team of Customer Service Representatives.
• Monitor daily performance and ensure achievement of KPIs, SLAs, and productivity targets.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.
• Handle employee concerns, attendance issues, and disciplinary actions as needed.
• Facilitate team huddles, calibration sessions, and engagement activities.
• Collaborate with Operations Managers and support teams to drive business objectives.
• Ensure adherence to company policies, compliance requirements, and client expectations.
• Develop action plans to improve team performance and customer experience.

Skills

Coaching

Performance management

Team development

Communication

Leadership

Interpersonal skills

Analytical skills

Microsoft Office

Reporting tools

Onsite work

Tools

MS Office suite

Job description

Teleperformance in Davao City, Philippines is seeking a results-driven Team Leader to oversee day-to-day operations and drive team performance in a BPO environment. The ideal candidate has 2-3 years of experience as a Team Leader, excels in coaching and performance management, and can motivate a team to achieve service excellence on a shifting onsite schedule.

You will mentor representatives, monitor KPIs, and collaborate with operations to meet client expectations while maintaining quality and