Team Leader

Intelegencia; Philippines; On-site; PHP 558,000 - 781,200; Full time

Job summary

Intelegencia in the Philippines is seeking a senior team leader to guide frontline BPO associates across voice, email, chat, and back-office accounts. You will coach for performance, drive engagement, and keep operational targets on track in a high-trust environment built for growth.

You will lead day-to-day operations, coordinate workflow, develop talent, provide feedback, and ensure compliance with standards while collaborating with cross-functional teams to minimize revenue loss.

Qualifications

• Proven ability to manage client relationships in a BPO setting.
• Experience across customer service, back-office, voice, email, chat, and tech support.
• Skilled at handling both voice and non-voice accounts.
• Minimum two years of supervisory experience in BPO.
• History of achieving key operational and performance goals.
• Strong leadership, coaching, and team-building capabilities.
• Excellent verbal and written communication skills.
• Motivates, engages, and inspires team members.
• Strong problem-solving and critical thinking.
• Excellent organizational and time-management skills.

Responsibilities

• Lead day-to-day operations by directing and evaluating team performance.
• Coordinate workflow to meet targets and volume requirements.
• Plan employee engagement, rewards, and recognition to drive performance.
• Develop team members through leadership assessment, coaching, training, and career planning.
• Monitor cluster performance and provide regular feedback to Supervisors and Associates.
• Prepare fair, accurate, and comprehensive performance evaluations.
• Ensure achievement of business goals and coordinate with cross-functional teams.
• Build strong working relationships and communicate key issues within the department.
• Identify operational improvement opportunities and lead process improvement initiatives.
• Manage conflicts using appropriate tools and handle operational concerns and special projects within scope.
• Ensure compliance with departmental, business unit, and regulatory standards and practices.
• Manage resources and expenses in accordance with financial guidelines and company policies.
• Perform other duties as assigned from time to time.

Skills

Client relationship management

Multi-channel customer service

Voice & non-voice handling

Supervisory experience in BPO

Operational goals achievement

Leadership & coaching

Verbal & written communication

Motivation & engagement

Problem-solving & critical thinking

Organizational & time management

Job description

Lead a team of frontline BPO associates across voice, email, chat, and back-office accounts. Coach for performance, drive engagement, and keep operational targets on track while building a high-trust environment your people want to grow in.

Job Qualifications

• Strong background in client relationship management
• Experience in Customer Service, Back Office, Voice, Email, Chat, and Technical Support
• Solid foundation in handling both voice and non-voice accounts
• At least two (2) years of supervisory experience in the BPO industry
• Proven track record of achieving operational and performance goals
• Strong leadership, coaching, and team-building capabilities
• Excellent verbal and written communication skills
• Ability to motivate, engage, and inspire team members
• Strong problem-solving and critical thinking skills
• Excellent organizational and time management skills

Job Responsibilities

• Lead and manage day-to-day operations by directing, planning, supervising, and evaluating the performance of assigned teams
• Coordinate workflow to meet operational targets and volume requirements
• Plan and execute employee engagement, rewards, and recognition initiatives to drive performance and reduce attrition
• Develop team members through leadership assessment, coaching, training, and career planning; provide input on hiring decisions
• Monitor cluster performance against established standards and provide regular feedback to Supervisors and Associates
• Prepare fair, accurate, and comprehensive performance evaluations
• Ensure achievement of business goals and coordinate with cross-functional teams to align processes and minimize revenue loss
• Build strong working relationships and communicate key issues within the department or business unit
• Identify operational improvement opportunities and lead process improvement initiatives to enhance service quality and accuracy
• Manage conflicts using appropriate tools and handle operational concerns and special projects within scope
• Ensure compliance with departmental, business unit, and regulatory standards and practices
• Manage resources and expenses in accordance with financial guidelines and company policies
• Perform other duties as assigned from time to time