Team Leader

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 279,000 - 390,600; Full time

Job summary

AIPI Acquire Intelligence Philippines Inc. in Pasig seeks a Customer Care Team Leader responsible for overseeing daily operations and leading Customer Care Associates. This role requires proficiency in team management and coaching to achieve exceptional service levels and client KPIs.

The ideal candidate will possess a bachelor’s degree in a related field and 2-3 years of experience in customer service with at least one year in a leadership position. Strong communication and analytical skills are essential.

Qualifications

• At least 2-3 years of experience in a BPO or customer service environment.
• Minimum of one year in a supervisory or leadership role.
• Strong leadership, coaching and people management skills.

Responsibilities

• Oversee daily operations, performance and development of Customer Care Associates.
• Conduct daily call listening sessions and audits for quality assurance.
• Prepare and implement monthly staffing schedules to meet service levels.

Skills

Team management

Coaching

Analytical skills

Problem-solving

Communication skills

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office

Job description

The Customer Care Team Leader is responsible for overseeing the daily operations, performance, and development of Customer Care Associates to ensure delivery of exceptional customer service and achievement of client and company KPIs.

Key Responsibilities

• Team Management & Leadership
  • Lead, coach, and develop Customer Care Associates through regular one‑on‑one coaching sessions, team huddles, and performance discussions.
  • Implement process updates and operational changes communicated by Operations Management and the Client.
  • Provide timely, constructive feedback to team members by recognising strengths and identifying opportunities for improvement.
  • Motivate staff to meet and exceed productivity, customer satisfaction, and quality targets.
  • Promote employee engagement through team activities, recognition programmes, and rewards & recognition initiatives.
  • Manage employee attrition by ensuring continuous support, guidance, and career development for team members.
  • Handle management concerns and operational issues that arise during operating hours.
• Performance Management
  • Monitor and analyse individual and team performance through daily, weekly and monthly reports and data analysis.
  • Create and maintain monthly scorecards for all assigned agents.
  • Reinforce programme expectations and ensure all KPIs and service levels are achieved or exceeded.
  • Conduct regular performance reviews and participate in calibration sessions with management and clients.
  • Ensure team involvement in performance analysis and action planning.
• Quality Assurance & Compliance
  • Conduct daily call listening sessions and random audits to ensure adherence to SOPs, quality standards and customer service expectations.
  • Complete required QA audits using the approved QA audit tools and forms, with a minimum requirement of three audits per agent per week.
  • Ensure adherence to operational procedures, company policies and client requirements.
  • Enforce compliance with the company’s Code of Conduct and operational guidelines.
  • Issue Notices to Explain (NTEs) and Notices of Decision (NODs) for behavioural, performance and Code of Conduct violations, subject to HR and Operations Manager review.
• Client & Stakeholder Management
  • Review and address client escalations, complaints and call‑outs in a timely manner.
  • Attend daily, weekly, monthly and quarterly meetings with clients and management teams.
  • Maintain open communication and coordination with internal departments, management, HR, QA, Workforce Management and clients.
  • Ensure proper endorsement and hand‑off of operational updates and concerns.
• Workforce & Operational Management
  • Prepare and implement monthly staffing schedules to ensure operational requirements and service levels are consistently met.
  • Monitor attendance, schedule adherence and staffing utilisation.
  • Ensure smooth day‑to‑day operations of the Customer Care team.
  • Support operational initiatives and process improvements that enhance customer experience and team performance.
  • Be flexible to work shifting schedules, weekends and holidays as required by business operations.

Qualifications

Bachelor’s degree in Business Administration, Communications, Management or a related field is preferred.

At least 2–3 years of experience in a BPO or customer service environment, with a minimum of one year in a supervisory or leadership role.

Strong leadership, coaching and people management skills.

Excellent verbal and written communication skills.

Strong analytical and problem‑solving abilities.

Experience handling customer escalations and client communications.

Knowledge of performance management, quality assurance processes and workforce management principles.

Proficient in Microsoft Office applications and reporting tools.

Ability to work in a fast‑paced and dynamic environment.

Willingness to work flexible schedules, including weekends and holidays.