Team Lead | BPO

Peak Outsourcing; Pajo; On-site; PHP 312,000 - 469,000; Full time

Job summary

Peak Outsourcing in Cebu seeks a Team Leader to coach and manage a contact center team to hit KPIs, improve first-call resolution, and deliver outstanding service.

You will lead daily performance reviews, monitor metrics like revenues and CSAT, handle escalations, and support ongoing employee engagement, with possible 24/7 on-call duties.

A minimum of one year in a supervisory role in a BPO is preferred; strong English communication and night shift availability are required.

Qualifications

• Minimum 1 year of supervisory/leadership experience
• BPO startup experience is a strong advantage
• Excellent verbal and written English communication skills
• Amenable to working the night shift

Responsibilities

• Team Leadership & Coaching: Manage daily performance, provide ongoing feedback, and address disciplinary actions.
• Performance & Quality Assurance: Monitor metrics and conduct QA call listening to ensure quality.
• Operational & Customer Support: Handle escalated complaints and resolve operational issues.
• Employee Engagement: Foster morale, promote career growth, and maintain open communication with teams.

Skills

English communication

Leadership

Coaching

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.