Team Leader

Virtual Staffing Solutions OPC; Cebu City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A growing BPO company in Cebu City is seeking a Team Leader to oversee agents and ensure performance meets key KPIs. The role includes monitoring performance, coaching team members, and handling escalations. Ideal candidates will have a strong background in call center operations, leadership experience, and proficiency in data analysis. Competitive salary and benefits offered.

Qualifications

• Minimum 5 years of BPO/call center experience, including 2–3 years in a leadership role.
• Proven record of meeting or exceeding KPIs.
• Analytical, data-driven, and results-oriented.

Responsibilities

• Monitor daily, weekly, and monthly agent performance against KPIs.
• Conduct regular 1:1s, side-by-sides, and call calibrations.
• Identify performance gaps and implement coaching.
• Prepare and communicate performance reports.

Skills

Leadership

Coaching

Communication

Data analysis

Accountability

Education

Bachelor’s degree preferred or equivalent experience

Tools

MS Office

Google Workspace

CRM tools

Job description

We’re looking for a Team Leader to oversee a team of agents, ensuring performance meets key KPIs such as AHT, CSAT/NPS, QA, conversion, and adherence. The role involves monitoring metrics, coaching team members, handling escalations, and driving continuous improvement to meet operational goals.

Key Responsibilities

• Monitor daily, weekly, and monthly agent performance against KPIs (AHT, CSAT/NPS, QA, conversion, adherence).
• Conduct regular 1:1s, side-by-sides, and call calibrations to drive improvement.
• Identify performance gaps and implement coaching and action plans.
• Ensure accountability through performance tracking, documentation, and corrective actions (PIPs as needed).
• Handle escalations and support agents in issue resolution.
• Prepare and communicate performance reports and updates.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Foster engagement, recognize achievements, and promote retention.
• Recommend process improvements to enhance efficiency and results.

Skills, Knowledge & Expertise

• Bachelor’s degree preferred or equivalent experience.
• Minimum 5 years of BPO/call center experience, including 2–3 years in a leadership role.
• Proven record of meeting or exceeding KPIs.
• Strong leadership, coaching, and accountability skills.
• Excellent communication and escalation-handling abilities.
• Analytical, data-driven, and results-oriented.
• Proficient in MS Office/Google Workspace; familiar with CRM or queue management tools.