Team Leader

Journeyfront, Inc.; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

ClearSource seeks a Team Leader in the Philippines to coach and develop a high-performing customer service team. You will drive KPI attainment, support client expectations, and report to the Operations Manager, fostering engagement and adherence to processes.

In this role you will run weekly meetings, monitor productivity, and implement performance improvements while maintaining service excellence for clients and customers alike.

Qualifications

• College graduate preferred; equivalent work experience may be considered.
• At least two (2) years of experience in a Team Leader/Supervisor role within a BPO or customer service environment.
• Proven experience managing performance, coaching employees, and driving operational results.
• Strong understanding of contact center metrics, including attendance, productivity, quality, customer experience, and workforce performance.
• Experience conducting performance evaluations, coaching sessions, root cause analysis, and corrective action planning.
• Excellent leadership, interpersonal, conflict resolution, and relationship-building skills.
• Strong analytical abilities with experience interpreting data, generating insights, and providing performance recommendations.
• Exceptional verbal and written communication skills with the ability to influence and motivate others.
• Highly organized with strong time management skills and the ability to prioritize multiple responsibilities in a fast-paced environment.

Responsibilities

• Lead weekly team meetings to review production results, analyze performance trends, resolve issues, and recognize team achievements.
• Perform daily reviews of agent performance metrics and ensure reporting on attendance, productivity, quality, attrition, and overall performance.
• Analyze customer interactions and gather data to assess employee performance and identify improvement opportunities.
• Develop, implement, and monitor action plans to improve individual and team performance while ensuring compliance with processes.
• Provide documented weekly coaching using the ClearSource 5-Step Coaching Process and follow through on performance initiatives.
• Maintain attendance management, performance coaching, and performance management processes.
• Provide accurate and timely assistance to employees, support teams, and clients while maintaining exceptional service.
• Communicate and cascade important information to team members in a timely and accurate manner.
• Review and update role definitions for direct reports quarterly; participate in calibrations and training.

Skills

Leadership

Coaching

Communication

Analytical skills

Time management

Relationship building

Conflict resolution

Accountability

Education

Bachelor's degree preferred

Tools

Microsoft Office

Workforce management systems

Job description

Are you a people-first leader who thrives on driving performance, inspiring teams, and creating exceptional customer experiences? We're looking for a Team Leader who is passionate about coaching, accountability, and operational excellence. In this role, you will play a critical part in ensuring that assigned team members have the tools, knowledge, and motivation needed to consistently deliver outstanding results for our clients and ClearSource.

As a Team Leader, you will be responsible for leading, developing, and supporting a team of customer service professionals while ensuring the achievement of key performance indicators, operational goals, and client expectations. Your success will be measured by your ability to foster employee engagement, drive performance improvements, and deliver exceptional customer experiences aligned with service-level agreements. You will report directly to the Operations Manager and contribute to ClearSource's mission of creating Happy Clients, Healthy Financials, and Successful Staff.

What You Will Do as a Team Leader

Live by and promote the ClearSource Core Values: Customer First, Personal Accountability, Humble Courage, Hungry, Happy, and Healthy.

Attend weekly one-on-one meetings with your leader, implement key decisions, and execute resulting action items.

Conduct weekly one-on-one meetings with direct reports to build trust, create accountability around career goals, review KPI attainment, and provide developmental support.

Teach, assess, and reinforce ClearSource leadership tools, including the Role Definition, One-on-One Process, Coaching Process, People Analyzer, and Performance Self-Assessment.

Update the People Analyzer weekly and administer monthly Performance Self-Assessments for direct reports.

Lead weekly team meetings to review production results, analyze performance trends, resolve issues, and recognize team achievements.

Perform daily reviews of agent performance metrics and ensure accurate reporting on attendance, productivity, quality, attrition, and overall performance.

Analyze customer interactions and gather relevant data to accurately assess employee performance and identify improvement opportunities.

Develop, implement, and monitor action plans designed to improve individual and team performance while ensuring compliance with company processes and policies.

Provide documented weekly coaching using the ClearSource 5-Step Coaching Process and follow through on all performance improvement initiatives.

Maintain ongoing attendance management, performance coaching, and performance management processes.

Provide accurate and timely assistance to employees, support teams, and clients while maintaining exceptional internal and external customer service.

Effectively communicate and cascade important information to team members in a timely and accurate manner.

Participate in meetings, calibrations, training sessions, and upskilling activities as assigned.

Review and update role definitions for direct reports on a quarterly basis.

Maintain required production hours and fulfill operational responsibilities as directed by Operations Management and client requirements.

Identify opportunities for continuous improvement and recommend process enhancements that support operational excellence.

Regular attendance, punctuality, and adherence to an agreed-upon work schedule are essential functions of this role.

What ClearSource Needs From You

College graduate preferred; equivalent work experience may be considered.

At least two (2) years of experience in a Team Leader, Supervisor, or similar leadership role within a BPO, contact center, or customer service environment.

Proven experience managing performance, coaching employees, and driving operational results.

Strong understanding of contact center metrics, including attendance, productivity, quality, customer experience, and workforce performance.

Experience conducting performance evaluations, coaching sessions, root cause analysis, and corrective action planning.

Excellent leadership, interpersonal, conflict resolution, and relationship-building skills.

Strong analytical abilities with experience interpreting data, generating insights, and providing performance recommendations.

Exceptional verbal and written communication skills with the ability to influence and motivate others.

Highly organized with strong time management skills and the ability to prioritize multiple responsibilities in a fast-paced environment.

Proficiency in Microsoft Office applications and workforce/performance management systems.

Demonstrated commitment to employee development, customer satisfaction, and operational excellence.

Ability to work collaboratively across departments while maintaining a positive, professional, and solution-oriented approach.

Join ClearSource and become a leader who empowers people, drives performance, and helps create exceptional experiences for both our clients and employees every day.