Team Lead

Peak Outsourcing; Pajo; On-site; PHP 420,000 - 750,000; Full time

Job summary

Peak Outsourcing in Cebu is seeking a Team Leader to coach and manage a team of contact center agents, driving KPIs, first-call resolution, and exceptional service.

You will align the team with products, policies, and site navigation while maintaining a positive, high-performing work environment; night shift is required.

This role reports to the Contact Center Manager and offers growth through hands-on leadership and cross-functional collaboration.

Qualifications

• Minimum 1 year supervisory/leadership experience.
• Excellent verbal and written English communication; results-driven.
• Willingness to work night shift.

Responsibilities

• Lead daily performance and provide ongoing feedback to agents.
• Monitor metrics (e.g., CSAT, attendance) and conduct QA call listening.
• Handle escalated customer issues and potential 24/7 on-call rotation.
• Foster positive morale and coordinate with support teams and stakeholders.

Skills

Team Leadership

English communication

Night shift availability

Job description

Reporting to the Contact Center Manager, the Team Leader coaches, motivates, and manages a team of contact center agents to achieve KPIs, drive first-call resolution, and deliver exceptional customer service. This role ensures team alignment with company products, policies, and website navigation while fostering a positive, high-performing work environment.

Key Responsibilities

Team Leadership & Coaching: Manage daily performance, conduct regular scorecard reviews, provide ongoing feedback, and handle disciplinary actions or investigations.

Performance & Quality Assurance: Monitor metrics (revenues, CSAT, absenteeism), conduct QA call listening, and ensure adherence to real-time schedules.

Operational & Customer Support: Handle escalated customer complaints, resolve operational issues, and act as a duty manager (including potential 24/7 on-call rotation).

Employee Engagement: Foster positive morale, recognize achievements, promote career growth, and maintain active communication with support teams and stakeholders.

Qualifications

Experience: Minimum 1 year of supervisory/leadership experience (BPO startup experience is a strong advantage).

Skills: Excellent verbal and written English communication skills; results-driven with strong problem-solving abilities.

Schedule: Amenable to working the night shift.