Team Lead — Contact Center Performance & Coaching

TASQ Staffing Solutions; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

TASQ Staffing Solutions in the Philippines is seeking an experienced Team Leader for a Contact Center/BPO. You will oversee a production team of 10-15 agents, drive KPI performance, and coach staff to improve CSAT, AHT, and quality.

This role requires at least 2 years as a Team Leader in a BPO, hands-on experience with Voice/Chat support, and strong MIS/reporting skills. You will collaborate with MIS and Quality, escalate client issues, and mentor new entrants while driving process improvements

Qualifications

• Minimum 2 years experience in a Team Leader role in a Contact Center/BPO.
• Experience in Voice/Chat support in a Contact Center/BPO.
• Manages a production team of 10-15 agents.
• Drives KPI performance including absenteeism, CSAT, AHT, and quality.
• Coaches and provides feedback, plans goals for agents.
• Handles client escalations when needed.
• Collaborates with MIS and Quality for calibrations and feedback.
• Mentors new entrants and participates in PMS exercises.
• Drives projects in Pragati, GB and SS processes.
• Takes production calls/chats when required.

Responsibilities

• Oversee daily operations of a 10-15 agent production team.
• Monitor KPI targets, attendance, CSAT, AHT, and quality metrics.
• Provide coaching, feedback and career development for agents.
• Escalate client issues and coordinate with MIS/Quality for improvements.
• Mentor new entrants and participate in PMS cycles.

Skills

MS Office

People management

Analytical skills

Mentorship

Tools

Operating Systems

Internet tools

Job description

TASQ Staffing Solutions in the Philippines is seeking an experienced Team Leader for a Contact Center/BPO. You will oversee a production team of 10-15 agents, drive KPI performance, and coach staff to improve CSAT, AHT, and quality.

This role requires at least 2 years as a Team Leader in a BPO, hands-on experience with Voice/Chat support, and strong MIS/reporting skills. You will collaborate with MIS and Quality, escalate client issues, and mentor new entrants while driving process improvements