Remote Team Lead - Customer Support & QA Coach

Partner Hero Philippines Corporation; Metro Manila; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Remote work

Competitive pay

Growth opportunities

Mentorship

Job summary

Crescendo is seeking a Team Lead to guide a team of associates and optimize operations for partner programs. You will relay updates, provide feedback, and drive performance through coaching and QA processes.

The role emphasizes leadership in a BPO setting with a focus on data-driven decisions, KPI tracking, and strong collaboration with cross-functional teams. Remote-friendly work arrangements are available with growth opportunities within Crescendo.

Qualifications

• 2–3 years of BPO leadership experience managing voice and/or digital support teams.
• Strong capability in data-driven decision making, KPI tracking, and RCA.

Responsibilities

• Facilitate successful operations by leading a team of associates and optimizing their contribution.
• Lead weekly team meetings and 1:1s with direct reports.
• Report production status and updates to the partner in weekly meetings.
• Provide feedback and coaching to team members; document performance improvements.
• Conduct QA and coaching sessions; deliver training to new hires or current associates.
• Monitor production levels and maintain team schedules for adequate coverage.
• Coach and develop a high-performing CS team.

Skills

English proficiency

Leadership experience

Performance management

Coaching

QA compliance

Job description

Crescendo is seeking a Team Lead to guide a team of associates and optimize operations for partner programs. You will relay updates, provide feedback, and drive performance through coaching and QA processes.

The role emphasizes leadership in a BPO setting with a focus on data-driven decisions, KPI tracking, and strong collaboration with cross-functional teams. Remote-friendly work arrangements are available with growth opportunities within Crescendo.