Operations Team Lead - Performance & Coaching

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

Job summary

Teleperformance is seeking a results-driven Team Leader in the Philippines to oversee day-to-day operations, coach the team, and drive service excellence. This role requires leadership experience in a BPO setting, strong communication skills, and the ability to motivate a team to hit KPIs and client expectations.

The ideal candidate will manage a team of Customer Service Representatives, conduct regular coaching, and analyze performance data to identify opportunities for improvement.

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

Leadership

Coaching

Performance management

Team development

Communication

Interpersonal skills

Analytical thinking

Problem-solving

MS Office

Reporting tools

Tools

MS Office

Reporting tools

Job description

Teleperformance is seeking a results-driven Team Leader in the Philippines to oversee day-to-day operations, coach the team, and drive service excellence. This role requires leadership experience in a BPO setting, strong communication skills, and the ability to motivate a team to hit KPIs and client expectations.

The ideal candidate will manage a team of Customer Service Representatives, conduct regular coaching, and analyze performance data to identify opportunities for improvement.