Team Leader

BPO company; Philippines; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading outsourcing company in the Philippines is seeking an experienced Team Leader to manage a high-performing team. Responsibilities include ensuring exceptional service delivery, achieving performance targets, coaching team members, and fostering a positive work environment. The ideal candidate must have strong leadership and analytical skills along with experience in the BPO sector. This role requires effective communication and the ability to collaborate with cross-functional teams.

Qualifications

• Industry experience in BPO/kPO or related customer service environment preferred.
• Strong people management, coaching, and conflict resolution skills.
• Proficient in data analysis and performance reporting.

Responsibilities

• Lead and motivate a team of contact center professionals to exceed SLAs.
• Monitor performance metrics and implement improvement plans.
• Drive a culture of continuous improvement and resolve client issues.

Skills

Team leadership

Coaching

Performance management

Data analysis

Communication

Tools

Excel

CRM

Job description

Davao City, Philippines | Posted on 09/26/2025

We are seeking an experienced and motivated Team Leader to manage a high-performing team of agents delivering a range of critical services, including customer support, technical support, collections, sales, and back-office functions. In this role, you will be responsible for ensuring exceptional service delivery, meeting and exceeding performance targets, coaching and developing team members, and fostering a positive, inclusive, and productive work environment.

Requirements

• Lead and motivate a teamof contact center professionals to achieve and exceed service level agreements (SLAs) and quality standards.
  
• Plan and delegate taskseffectively, ensuring optimal staffing and workload distribution.
  
• Monitor performance metrics(AHT, first contact resolution, adherence, quality scores, CSAT/NPS) and implement improvement plans.
  
• Coach and develop agentsthrough regular one-on-one sessions, training, and performance reviews.
  
• Drive a culture of continuous improvementby analyzing data, identifying inefficiencies, and implementing process changes.
  
• Escalate and resolve issueswith clients and internal stakeholders in a timely manner.
  
• Manage quality assuranceprocesses, ensuring adherence to SOPs and compliance requirements.
  
• Handle administrative responsibilitiesincluding attendance, payroll inputs, and scheduling.
  
• Foster a positive team environmentwith strong morale, engagement, and retention strategies.
  
• Collaborate with cross-functional teams(Quality, Training, Workforce Management, Sales/Billing) to achieve overarching goals.
  
• Prepare and present reportson team performance, issues, and accomplishments to leadership.
  

Qualifications

• Industry experience:BPO/kPO or related customer service environment preferred.
  
• Leadership skills:Strong people management, coaching, and conflict resolution abilities.
  
• Analytical skills:Proficient in data analysis and performance reporting; comfortable with dashboards and Excel/Sheets.
  
• Communication:Excellent verbal and written communication; adept at stakeholder management.
  
• Technical:Familiarity with contact center technology (IVR, WFM, ACD, QA tools, CRM) and basic troubleshooting.
  
• Availability:Flexible to work shifts as required by client needs.