Team Leader (Antipolo)

Intelegencia; Antipolo; On-site; PHP 335,000 - 391,000; Full time

Job summary

Intelegencia in Antipolo is seeking a results-driven Team Leader to oversee daily support operations, manage a team of up to 20, ensure SLA/KPI compliance, and lead in a night-shift, onsite setting.

The role emphasizes coaching, performance reviews, data-driven reporting for management and clients, and ongoing process improvements to deliver reliable customer service.

Qualifications

• 1-2 years of experience leading customer service or support teams.
• Proficiency in Microsoft Office (Excel/PowerPoint/Word/Outlook).
• Strong English communication, written and verbal.
• Excellent leadership and decision-making skills.
• Detail-oriented with ability to identify risks and gaps.
• Clear stakeholder communication with internal and external teams.
• Knowledge of performance metrics, SLAs, and KPIs.
• Strong organizational and time-management skills.
• Ability to coach, develop, and motivate team members.
• Ability to manage escalations and implement corrective actions.

Responsibilities

• Lead and manage a team of up to 20 employees, including workload allocation and monitoring.
• Review and drive performance on weekly, monthly, and annual cycles.
• Monitor metrics and ensure compliance with client SLAs and KPIs.
• Participate in regular client and operations meetings.
• Prepare Monthly, Quarterly, and Annual Business Reviews with leadership.
• Analyze data and prepare reports for management and clients.
• Maintain daily trackers and monitor deadlines.
• Conduct regular coaching, feedback, and performance reviews.
• Implement corrective actions for gaps and SLA/KPI issues.
• Identify operational challenges and ensure timely resolutions.
• Communicate performance issues to Operations, IT, Network, and HR.

Skills

Leadership

Team management

English communication

Attention to detail

Time management

Coaching and development

Decision making

Stakeholder communication

Tools

Microsoft Excel

PowerPoint

Outlook

Job description

Work Location: OTC, Antipolo
Employment Type: Probationary
Work Arrangement: Onsite
Work Schedule: Night Shift
Salary Package: PHP 30,000-35,000
Target Start Date: ASAP

About the Role

We are looking for a results-driven Team Leader to oversee daily support operations, manage team performance, and ensure compliance with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The successful candidate will lead a team of up to 20 employees, provide coaching and development, monitor operational metrics, and collaborate with operations leadership and clients to achieve business objectives.

Key Responsibilities

• Lead and manage a team of up to 20 employees, including workload allocation and monitoring.
• Review, maintain, and drive individual and team performance on a weekly, monthly, and annual basis.
• Monitor internal operational metrics and ensure compliance with client SLAs and KPIs.
• Participate in regular client and operations meetings.
• Collaborate with operations leadership in preparing Monthly, Quarterly, and Annual Business Reviews.
• Analyze operational and performance data and prepare reports for management and clients.
• Monitor deadlines and maintain accurate daily trackers.
• Conduct regular audits, one-on-one coaching, team coaching, feedback sessions, and performance reviews.
• Implement corrective actions and monitor progress on performance gaps, process deviations, and SLA/KPI issues.
• Identify operational challenges, troubleshoot escalated concerns, and ensure timely resolution.
• Communicate performance issues affecting client deliverables to relevant stakeholders, including Operations, IT, Network, and HR.
• Participate in General Assembly and quarterly Town Hall meetings.
• Identify opportunities for process improvement and operational efficiency.

Qualifications and Requirements

• At least 1-2 years of experience handling a team responsible for customer service or customer support operations.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word, and Outlook.
• Strong English communication skills, both written and verbal.
• Excellent leadership, decision-making, and team management skills.
• Keen attention to detail and ability to identify risks and performance gaps.
• Good interpersonal skills, with the ability to communicate complex transactional issues clearly to internal and external stakeholders.
• Knowledge of performance metrics, SLAs, and KPIs.
• Strong organizational and time-management skills.
• Ability to coach, develop, and motivate team members.
• Ability to manage escalations, analyze performance data, and implement corrective actions.

Preferred Qualifications

• Knowledge of process improvement methodologies and operational best practices.
• Experience using customer relationship management (CRM) tools such as Salesforce or Zendesk.
• Familiarity with live chat platforms and customer support systems.