Onsite Team Lead - BPO Coaching & Escalations

Infosys BPM Philippines; Muntinlupa; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

HMO for employee and dependents

Quarterly performance bonus

24 Leaves Annually

Job summary

Infosys BPM Philippines in Alabang is hiring a Team Lead to supervise a team of CSR associates in a BPO setup. You will mentor, coach, and drive day-to-day performance while ensuring compliance and client commitments. This role requires 4+ years in customer service, strong communication, and leadership in rotating shifts.

On day one, enjoy HMO for you and 2 dependents, quarterly bonuses, and 24 annual leaves. Onsite work and growth opportunities are offered by Infosys.

Qualifications

• Minimum 4 years experience in customer service in the BPO/BPM industry.
• Bachelor's degree in any course.
• Must have handled a team of agents doing voice or inbound calls.
• Willingness to work in rotational shifts.
• Amenable to work onsite (Alabang).

Responsibilities

• Manage a team of CSR associates and oversee day-to-day delivery and performance.
• Motivate, mentor, coach and groom the team.
• Own all customer escalations and complaints and ensure resolutions.
• Regularly plan resources, performance management and attrition management.
• Coach and develop team members and bridge knowledge gaps.
• Handle client escalations and governance and interact with operations managers.

Skills

Team Management

Coaching

Communication Skills

Decision Making

Problem Solving

Education

Bachelor's degree

Job description

Infosys BPM Philippines in Alabang is hiring a Team Lead to supervise a team of CSR associates in a BPO setup. You will mentor, coach, and drive day-to-day performance while ensuring compliance and client commitments. This role requires 4+ years in customer service, strong communication, and leadership in rotating shifts.

On day one, enjoy HMO for you and 2 dependents, quarterly bonuses, and 24 annual leaves. Onsite work and growth opportunities are offered by Infosys.