Team Leader, Customer Ops — KPI-Driven Coaching

Teleperformance; Tili; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance in the Philippines is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The ideal candidate has leadership experience in a BPO environment and can motivate a team to meet operational goals.

The role requires coaching, performance management, and strong communication abilities, with onsite work and shifting schedules. Join a dynamic, customer-centric organization delivering outcomes for global clients.

Qualifications

• 2–3 years of Team Leader experience in a BPO environment.
• Proven coaching and performance management skills.
• Excellent communication and leadership abilities.
• Willing to work onsite and on a shifting schedule.

Responsibilities

• Manage and lead a team of Customer Service Representatives.
• Monitor daily performance and ensure achievement of KPIs, SLAs, and productivity targets.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.
• Handle employee concerns, attendance issues, and disciplinary actions as needed.
• Facilitate team huddles, calibration sessions, and engagement activities.
• Collaborate with Operations Managers and support teams to drive business objectives.
• Ensure adherence to company policies, compliance requirements, and client expectations.
• Develop action plans to improve team performance and customer experience.

Skills

Team Leadership

Coaching

Performance Mgmt

Communication

Analytics

MS Office

Tools

Reporting tools

Job description

Teleperformance in the Philippines is seeking a results-driven Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The ideal candidate has leadership experience in a BPO environment and can motivate a team to meet operational goals.

The role requires coaching, performance management, and strong communication abilities, with onsite work and shifting schedules. Join a dynamic, customer-centric organization delivering outcomes for global clients.