Team Leader

Virtual Staffing Solutions; Cebu City; On-site; PHP 357,000 - 580,000; Full time

Job summary

Virtual Staffing Solutions is seeking a Team Leader to oversee daily performance, productivity, attendance, and management of a team in a BPO setting. You will coach, drive KPIs, and ensure process compliance to meet client and organizational goals.

You will conduct regular performance reviews, monitor metrics, and collaborate with Quality, Training, WFM, HR, and IT to implement improvements and engage the team.

Qualifications

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

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.

Skills

Team leadership

Coaching

Performance management

KPI tracking

Attendance management

Client relations

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
• Excellent communication, leadership, and interpersonal skills.
• Proven ability to manage retention and attrition, and drive KPIs.
• Strong client relations management skills.