Team Leader, BPO Operations (Night Shift)

Peak Outsourcing; Lapu-Lapu; On-site; PHP 446,000 - 781,000; Full time

Job summary

Peak Outsourcing in the Philippines is seeking a Team Leader to manage a group of contact center Agents and drive performance, first call resolution, and excellent customer service across our portfolio. You will coach, monitor metrics, and collaborate with cross-functional teams to meet KPI targets and ensure a positive, compliant work environment, including on-night shifts.

The ideal candidate has supervisory experience in BPO, strong English communication, and a readiness to lead new processes

Qualifications

• Bachelor’s Degree preferred.
• 2 Years Supervisory Experience.
• Experience in starting a new team/new processes in the BPO industry is a plus.
• Strong English communication skills (verbal and written).
• Amenable to work on a night shift.

Responsibilities

• Lead a team of contact center Agents to meet KPIs while delivering exceptional customer service.
• Develop, motivate, and coach Agents to achieve performance and customer satisfaction targets.
• Manage performance metrics and provide regular feedback to team members.
• Handle escalations and ensure first-call resolution for customer issues.

Skills

English communication

Team leadership

Education

Bachelor’s Degree preferred

Job description

Peak Outsourcing in the Philippines is seeking a Team Leader to manage a group of contact center Agents and drive performance, first call resolution, and excellent customer service across our portfolio. You will coach, monitor metrics, and collaborate with cross-functional teams to meet KPI targets and ensure a positive, compliant work environment, including on-night shifts.

The ideal candidate has supervisory experience in BPO, strong English communication, and a readiness to lead new processes