Team Leader, BPO Operations & Performance Coach

Six Eleven Global Services and Solutions, Inc.; Davao City; On-site; PHP 391,000 - 580,000; Full time

Job summary

Six Eleven Global Services and Solutions, Inc. seeks a skilled Team Leader to guide a customer service floor, drive performance, and maintain SLAs in a fast-paced BPO setting. You will coach, mentor, and manage agents to hit KRAs while ensuring quality and client satisfaction.

You will monitor attendance, handle escalations, and partner with Project Managers to achieve targets. This role requires strong communication, problem-solving, and a proactive, results-driven mindset.

Qualifications

• 1 year or more of experience in customer service or call center/BPO environment.
• Experience leading teams or supervising others is preferred.
• Strong leadership, coaching, and people-management skills.
• Excellent verbal and written communication and interpersonal skills.
• Ability to handle difficult and escalated customer situations.
• Strong problem-solving, decision-making, and analytical skills.
• Knowledge of KPI/KRA and SLA management.
• Proficiency in MS Office and call center software/tools.
• Strong organizational skills and attention to detail.
• Motivated, accountable, and results-oriented.
• Willingness to work different shifts, weekends, and holidays.

Responsibilities

• Manage and oversee daily floor operations while ensuring SLAs and KRAs are met.
• Monitor, evaluate, and improve agent performance through coaching, mentoring, and feedback.
• Assist Project Managers to ensure agents achieve operational and performance targets.
• Handle difficult customer concerns, escalations, and operational issues with timely solutions.
• Monitor attendance, attrition, employee engagement, and overall team performance.
• Ensure compliance with company policies, client requirements, and processes.
• Maintain high service quality and client satisfaction.
• Prepare, track, and analyze team performance reports and key metrics.
• Identify performance gaps and implement action plans to improve results.
• Foster teamwork, accountability, and a positive work environment.
• Work effectively in a fast-paced and dynamic BPO environment.
• Be willing to work on shifting schedules, weekends, and holidays.

Skills

Team Leadership

Coaching

Communication

People Management

Performance Monitoring

KPI & SLA Management

Analytical Thinking

MS Office Proficiency

Call Center Tools

Tools

MS Office

Call center software/tools

Job description

Six Eleven Global Services and Solutions, Inc. seeks a skilled Team Leader to guide a customer service floor, drive performance, and maintain SLAs in a fast-paced BPO setting. You will coach, mentor, and manage agents to hit KRAs while ensuring quality and client satisfaction.

You will monitor attendance, handle escalations, and partner with Project Managers to achieve targets. This role requires strong communication, problem-solving, and a proactive, results-driven mindset.