Team Leader, BPO: Voice & Chat - Utilities/Telecom/BFSI

Internationalseo; Taguig; On-site; PHP 558,000 - 725,400; Full time

Job summary

A leading consultancy firm in the Philippines is seeking an experienced BPO Team Leader to manage a team of customer service associates in voice and chat support. Responsibilities include monitoring team performance, conducting coaching sessions, and handling customer escalations. The ideal candidate should have at least 2 years of experience as a Team Leader in a BPO environment and possess strong leadership skills. This role offers a salary range of ₱50,000 to ₱65,000 and requires full on-site presence.

Qualifications

• At least 2 years of contact center experience.
• At least 2 years as a Team Leader or Supervisor in a BPO setting.
• Experience handling voice and chat customer service teams.

Responsibilities

• Lead and motivate a team of customer service associates handling voice and chat.
• Monitor performance and ensure achievement of contact center KPIs.
• Conduct coaching, feedback sessions, and performance reviews.
• Handle customer escalations with timely resolutions.
• Analyze reports to identify performance improvement opportunities.

Skills

Contact center metrics and performance management

Leadership and people management

Coaching and performance management

Customer-focused mindset

Problem-solving and decision-making

Analyzing reports and performance data

Ability to work in a 24/7 operational environment

Education

Bachelor’s degree or equivalent work experience

Job description

A leading consultancy firm in the Philippines is seeking an experienced BPO Team Leader to manage a team of customer service associates in voice and chat support. Responsibilities include monitoring team performance, conducting coaching sessions, and handling customer escalations. The ideal candidate should have at least 2 years of experience as a Team Leader in a BPO environment and possess strong leadership skills. This role offers a salary range of ₱50,000 to ₱65,000 and requires full on-site presence.