Team Lead - BPO Operations & Coaching

Helpware Inc.; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Helpware Inc.’s Cebu, Philippines team is seeking an experienced Team Leader to oversee daily operations for a 10–15 agent team. You will coach, monitor performance, and ensure targets and timelines are met while maintaining engagement and accountability.

In this role, you’ll lead staffing plans, drive continuous improvement, and serve as a key liaison between the team and management. Strong English communication and project management skills are essential in a fast-paced environment.

Qualifications

• Minimum of 2 years in a Team Lead/Supervisor role, preferably in BPO.
• Proven experience managing, coaching, and developing a team.
• Strong leadership, people-management, and performance management skills.
• Excellent verbal and written English communication skills.
• Strong problem-solving and decision-making skills.
• In-depth knowledge of performance metrics.
• Experience with client and stakeholder management preferred.
• Strong project management skills and ability to drive tasks to completion.
• Adaptable, proactive, and comfortable working in a fast-changing environment.

Responsibilities

• Provide direct line management and oversight for a team of 10–15 agents.
• Manage team performance through effective communication, regular meetings, mentoring, coaching, and feedback.
• Regularly review and analyze individual and team performance to drive improvement.
• Ensure team members understand the company’s mission, vision, values, and behavioral expectations.
• Oversee staffing plans, workforce coverage, and schedule adherence to business needs.
• Foster a positive, accountable, and collaborative team culture aligned with company values.
• Manage time, priorities, and competing responsibilities in a fast-paced environment.
• Adapt quickly to changing business needs and multiple priorities.
• Lead and support projects, ensuring tasks, timelines, and deliverables are managed.
• Maintain strong client and stakeholder relationships through clear communication and timely follow-up.
• Identify operational challenges and proactively recommend solutions to improve team performance.

Skills

Team leadership

Coaching

Performance management

English communication

Problem solving

Project management

Stakeholder management

Job description

Helpware Inc.’s Cebu, Philippines team is seeking an experienced Team Leader to oversee daily operations for a 10–15 agent team. You will coach, monitor performance, and ensure targets and timelines are met while maintaining engagement and accountability.

In this role, you’ll lead staffing plans, drive continuous improvement, and serve as a key liaison between the team and management. Strong English communication and project management skills are essential in a fast-paced environment.