TEAM LEADER

Resolv Global; Dagupan; On-site; PHP 279,000 - 502,000; Full time

Job summary

Resolv Global is seeking a driven Team Leader to supervise a customer service team in Dagupan. You will monitor performance, coach agents, ensure quality service, and help meet client goals.

The role requires 1–2 years BPO leadership experience, strong communication, and willingness to work on-site in Dagupan with shifting schedules. Proficiency in MS Office and reporting tools is expected.

Qualifications

• 1–2 years of BPO Team Leader experience.
• Strong communication and leadership skills.
• Experience handling customer service or sales accounts is an advantage.
• Ability to multitask and work in a fast-paced environment.
• Willing to work on a shifting schedule.
• Willing to work on-site in Dagupan.

Responsibilities

• Supervise daily operations of the team.
• Monitor agent performance, attendance, and productivity.
• Conduct coaching sessions and performance feedback.
• Ensure excellent customer service and compliance with company policies.
• Prepare reports and track team KPIs.
• Assist in resolving escalated customer concerns.
• Motivate and develop team members to achieve targets.

Skills

Team leadership

Customer service

Coaching

Performance monitoring

Reporting

Tools

Microsoft Office

Job description

We are looking for a driven and experienced Team Leader to manage and support a team of customer service representatives in a fast-paced BPO environment. The Team Leader will be responsible for monitoring team performance, providing coaching and guidance, ensuring quality service, and helping the team meet client and company goals.

Responsibilities

• Supervise daily operations of the team
• Monitor agent performance, attendance, and productivity
• Conduct coaching sessions and performance feedback
• Ensure excellent customer service and compliance with company policies
• Prepare reports and track team KPIs
• Assist in resolving escalated customer concerns
• Motivate and develop team members to achieve targets

Requirements

• At least 1–2 years of BPO Team Leader experience
• Strong communication and leadership skills
• Experience handling customer service or sales accounts is an advantage
• Ability to multitask and work in a fast-paced environment
• Proficient in Microsoft Office and reporting tools
• Willing to work on a shifting schedule
• Willing to work on-site in Dagupan