Team Leader, Contact Center Operations

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

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.