Team Leader, Customer Experience & Operations

Helpware

Philippines

On-site

PHP 446,000 - 781,000

Full time

4 days ago

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Job summary

Helpware Cebu Philippines is seeking an experienced Team Leader to supervise a team of 10–15 customer service representatives. You will monitor performance against client metrics, coach and mentor individuals, and report on progress to ensure targets are met.

The role requires strong communication, leadership, and time-management skills, plus the ability to thrive in a fast-paced, shift-based environment. You will help align the team with company values and ensure high-quality service for our

Qualifications

Minimum of 2+ years experience in BPO or similar role with people and client management.
Proven work experience as a team leader or supervisor.
In-depth knowledge of performance metrics.
Excellent communication and leadership skills.
Organizational and time-management skills.
Must be amenable to work graveyard and shifting schedules.

Responsibilities

Direct line management for Helpware with a size of 10-15 agents.
Manage performance behavior through regular team meetings, mentoring, and coaching.
Regularly review and analyze performance to drive effectiveness and address opportunities.
Ensure agents understand the company’s mission and leadership principles.
Oversee staffing plan and schedule adherence within Helpware stakeholders.
Nurture a culture aligned with leadership principles and company decisions.
Must have excellent time management skills.
Be quick to adapt to a fast-paced environment and manage multiple tasks.
Must have excellent project management and client management.