Team Lead - Onsite Cebu

Virtual Staffing Solutions; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Virtual Staffing Solutions in Cebu City, Philippines, seeks an experienced Team Leader to oversee daily performance, productivity, attendance, and overall team management within a healthcare BPO. You will coach staff, monitor KPIs (productivity, quality, SLA, CSAT, AHT), conduct regular coaching and performance reviews, and ensure adherence to client requirements and company policies.

Collaborate with Quality, Training, WFM, HR and IT to drive improvements, handle escalations, boost engagement,

Qualifications

• 2+ years as Team Leader in BPO, healthcare account experience preferred
• Strong communication, leadership and interpersonal skills
• Proven ability to drive KPIs and manage retention/attrition

Responsibilities

• Manage day-to-day operations of the assigned team
• Monitor performance against productivity, quality, SLA, CSAT, AHT, and attendance
• Conduct regular coaching, feedback discussions, and performance reviews
• Ensure adherence to company policies, client requirements, and processes
• Drive engagement and team morale
• Handle escalations and provide timely resolutions
• Collaborate with Quality, Training, WFM, HR, and IT
• Analyze reports to identify performance improvement opportunities
• Support initiatives and client requirements

Skills

Leadership

Communication

People management

KPI management

Coaching

Job description

2 - 4 Years

REGULAR

Job Description

Responsible for overseeing the daily performance, productivity, attendance, and overall management of a team within the operations environment. The role ensures delivery of client and organizational KPIs through effective coaching, people management, process compliance, and operational leadership while driving employee engagement and continuous improvement.

Primary Responsibilities:

• Manage day-to-day operations of assigned team/s
• Monitor team performance against productivity, quality, SLA, CSAT, AHT, and attendance metrics
• Conduct regular coaching sessions, feedback discussions, and performance reviews
• Ensure adherence to company policies, client requirements, and operational processes
• Drive employee engagement, motivation, and team morale
• Handle escalations and provide timely resolution to operational concerns
• Collaborate with cross-functional departments such as Quality, Training, WFM, HR, and IT
• Analyze reports and identify opportunities for performance improvement
• Support operational initiatives, process improvements, and client requirements

Required work experience:

• Minimum 2 years of experience as a Team Leader in the BPO industry, with healthcare account experience .
• Excellent communication, leadership, and interpersonal skills.
• Proven ability to manage retention and attrition, and drive KPIs.
• Strong client relations management skills.

Job Snapshot

Updated Date

May 25 2026

Hierarchy

Ceb-Cbg Operations

Location