Team Leader: Customer Service Coach & Performance Driver

Journeyfront; Rizal; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Inclusive culture

Job summary

ClearSource is seeking a Team Leader to coach and guide customer service professionals toward operational excellence and outstanding customer experiences. The role emphasizes accountability and developing high-performing teams.

You will conduct weekly one-on-one meetings, coach agents on performance improvements, and lead regular audits to ensure quality standards are met. A strong background in coaching, KPI reporting, and BPO operations is required. Pasig City office-based role.

Qualifications

• 2–3 years of experience in customer service, contact center operations, or related field.
• Minimum 1 year of leadership, supervisory, coaching, or team management experience.
• Strong knowledge of performance management, coaching methodologies, and KPI-driven operations.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities with experience interpreting operational metrics and performance reports.
• Ability to manage multiple priorities in a fast-paced and results-driven environment.
• Experience conducting quality audits, performance reviews, and coaching sessions.
• Proficiency in Microsoft Office applications and performance reporting tools.

Responsibilities

• Conduct weekly one-on-one meetings with each team member to discuss performance, career development, personal goals, and alignment with team and company objectives.
• Coach and develop agents on performance improvement opportunities identified by clients or Operations Management, utilizing KPI accountability check-ins to drive consistent results.
• Perform regular team audits and recorded interaction assessments to ensure compliance with quality standards and customer service expectations.
• Monitor individual and team performance metrics and provide actionable feedback to improve productivity, quality, attendance, and overall performance.
• Cascade important updates, process changes, and business communications to the team accurately and in a timely manner.
• Prepare and analyze reports related to attendance, attrition, productivity, quality, end-of-day performance, and other operational metrics.
• Develop and execute action plans to address performance gaps and maintain achievement of client and company goals.
• Strategize case assignments and workload distribution to ensure alignment with client targets and operational objectives, including Service Transfer and Case Management functions.
• Conduct regular performance reviews and coaching sessions to support employee growth and development.
• Identify training needs and collaborate with Operations Management to enhance team capabilities.
• Attend and actively participate in meetings, calibrations, training sessions, and upskilling initiatives assigned by Operations Management.
• Foster a positive, collaborative, and performance-driven team culture.
• Ensure adherence to company policies, procedures, schedules, and operational standards.
• Lead by example by demonstrating and promoting Core Values.

Skills

Performance management

Coaching methodologies

KPI-driven operations

Verbal and written communication

Analytical skills

Microsoft Office

Reporting tools

Tools

CRM platforms

Workforce management systems

Quality monitoring tools

Job description

ClearSource is seeking a Team Leader to coach and guide customer service professionals toward operational excellence and outstanding customer experiences. The role emphasizes accountability and developing high-performing teams.

You will conduct weekly one-on-one meetings, coach agents on performance improvements, and lead regular audits to ensure quality standards are met. A strong background in coaching, KPI reporting, and BPO operations is required. Pasig City office-based role.