Operations Team Lead — KPI & Talent Coach

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

Job summary

Teleperformance Philippines is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence in a fast-paced BPO environment.

You will coach and develop agents, monitor KPIs and SLAs, conduct regular performance reviews, and analyze data to identify opportunities for improvement. This onsite role requires rotating shifts and strong communication.

Qualifications

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

Responsibilities

• Lead a team of Customer Service Representatives
• Monitor daily performance and achieve KPIs, SLAs, and productivity
• Conduct coaching, feedback discussions, and performance reviews
• Analyze performance data to identify trends and gaps
• Address attendance issues and disciplinary actions as needed
• Lead team huddles, calibration sessions, and engagement activities
• Collaborate with Operations Managers to meet business objectives
• Ensure adherence to company policies and client expectations
• Develop action plans to improve performance and customer experience

Skills

Team leadership

Coaching

Performance management

Communication

Analytical skills

MS Office

Tools

Reporting tools

Job description

Teleperformance Philippines is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence in a fast-paced BPO environment.

You will coach and develop agents, monitor KPIs and SLAs, conduct regular performance reviews, and analyze data to identify opportunities for improvement. This onsite role requires rotating shifts and strong communication.