People-First Team Leader & Performance Coach

Journeyfront, Inc.; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

ClearSource seeks a Team Leader in the Philippines to coach and develop a high-performing customer service team. You will drive KPI attainment, support client expectations, and report to the Operations Manager, fostering engagement and adherence to processes.

In this role you will run weekly meetings, monitor productivity, and implement performance improvements while maintaining service excellence for clients and customers alike.

Qualifications

• College graduate preferred; equivalent work experience may be considered.
• At least two (2) years of experience in a Team Leader/Supervisor role within a BPO or customer service environment.
• Proven experience managing performance, coaching employees, and driving operational results.
• Strong understanding of contact center metrics, including attendance, productivity, quality, customer experience, and workforce performance.
• Experience conducting performance evaluations, coaching sessions, root cause analysis, and corrective action planning.
• Excellent leadership, interpersonal, conflict resolution, and relationship-building skills.
• Strong analytical abilities with experience interpreting data, generating insights, and providing performance recommendations.
• Exceptional verbal and written communication skills with the ability to influence and motivate others.
• Highly organized with strong time management skills and the ability to prioritize multiple responsibilities in a fast-paced environment.

Responsibilities

• Lead weekly team meetings to review production results, analyze performance trends, resolve issues, and recognize team achievements.
• Perform daily reviews of agent performance metrics and ensure reporting on attendance, productivity, quality, attrition, and overall performance.
• Analyze customer interactions and gather data to assess employee performance and identify improvement opportunities.
• Develop, implement, and monitor action plans to improve individual and team performance while ensuring compliance with processes.
• Provide documented weekly coaching using the ClearSource 5-Step Coaching Process and follow through on performance initiatives.
• Maintain attendance management, performance coaching, and performance management processes.
• Provide accurate and timely assistance to employees, support teams, and clients while maintaining exceptional service.
• Communicate and cascade important information to team members in a timely and accurate manner.
• Review and update role definitions for direct reports quarterly; participate in calibrations and training.

Skills

Leadership

Coaching

Communication

Analytical skills

Time management

Relationship building

Conflict resolution

Accountability

Education

Bachelor's degree preferred

Tools

Microsoft Office

Workforce management systems

Job description

ClearSource seeks a Team Leader in the Philippines to coach and develop a high-performing customer service team. You will drive KPI attainment, support client expectations, and report to the Operations Manager, fostering engagement and adherence to processes.

In this role you will run weekly meetings, monitor productivity, and implement performance improvements while maintaining service excellence for clients and customers alike.