Team Lead: Inspire, Coach & Drive Performance

XtendOps, Inc.; Cebu City; On-site; PHP 446,000 - 893,000; Full time

Job summary

XtendOps, Inc. in Cebu City is seeking a proactive Team Lead to guide a customer service team and ensure operational excellence. You will coach, mentor, and manage performance while coordinating with clients and internal teams to deliver top-quality service.

The ideal candidate will have strong leadership, communication, and decision-making skills, plus a track record of motivating teams in fast-paced environments. This role requires adaptability and effective delegation in a dynamic BPO setting.

Qualifications

• Leadership experience leading teams in a BPO or customer service setting.
• Strong ability to inspire, coach, and drive team performance.
• Excellent verbal and written communication; ability to provide clear feedback.
• Capable of making timely and informed decisions in fast-paced environments.
• Adept at resolving conflicts and maintaining positive team dynamics.
• High emotional intelligence with adaptability across personalities and situations.
• Proven time management and prioritization under competing demands.
• Experience in setting and tracking KPIs, coaching for performance improvement.
• Comfort with evolving processes and technologies used in day-to-day operations.
• Solid technical proficiency with relevant systems and tools to support teams.

Responsibilities

• Coaching and Mentoring: provide feedback, identify skill gaps, and develop team members.
• Performance Management: monitor performance, set KPIs, provide feedback, address concerns.
• Motivation and Recognition: foster a positive culture and keep team engaged.
• Resource Allocation: manage schedules, time-off, workload distribution, and task assignments.
• Task Delegation: define responsibilities and assign tasks for balanced workloads.
• Workflow Management: oversee daily operations, remove roadblocks, ensure processes are followed.
• Reporting and Analysis: monitor KPIs and prepare regular management reports.
• Stakeholder Communication: liaise with clients, other departments, and management.
• Quality Assurance: ensure output meets quality standards and client expectations.

Skills

Leadership Experience

Leadership and Influence

Communication Skills

Decision-Making

Conflict Resolution

Emotional Intelligence

Time Management

Performance Management

Adaptability

Technical Proficiency

Job description

XtendOps, Inc. in Cebu City is seeking a proactive Team Lead to guide a customer service team and ensure operational excellence. You will coach, mentor, and manage performance while coordinating with clients and internal teams to deliver top-quality service.

The ideal candidate will have strong leadership, communication, and decision-making skills, plus a track record of motivating teams in fast-paced environments. This role requires adaptability and effective delegation in a dynamic BPO setting.