Team Leader: Drive Performance & Growth

Helpware Inc; Cebu City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Helpware Inc is seeking an experienced Team Leader for our Cebu, Philippines operations. The role oversees daily team activities, coaches agents, and ensures targets are met through strong performance management and clear communication.

You will monitor metrics, manage staffing and schedules, drive process improvements, and maintain client relationships while upholding our values in a fast-paced BPO environment.

Qualifications

• Minimum of 2 years of experience in a Team Lead, Supervisor, or similar leadership role.
• Proven experience managing, coaching, and developing a team.
• Strong leadership, people-management, and performance management skills.
• Excellent verbal and written English communication skills.
• Strong problem-solving and decision‑making skills.
• In‑depth knowledge of performance metrics.
• Experience with client and stakeholder management.
• Strong project management skills and ability to drive tasks and initiatives to completion.
• Adaptable, proactive, and comfortable working in a fast‑changing environment.

Responsibilities

• Provide direct line management and oversight for a team of 10–15 agents.
• Manage team performance through effective communication, regular team meetings, mentoring, coaching, and feedback.
• Regularly review and analyze individual and team performance to drive effectiveness and identify areas for improvement.
• Ensure team members understand the company’s mission, vision, values, and behavioral expectations, and how these contribute to performance evaluations.
• Oversee staffing plans, workforce coverage, and schedule adherence in alignment with business needs and stakeholder requirements.
• Foster a positive, accountable, and collaborative team culture aligned with company leadership principles and values.
• Effectively manage time, priorities, and competing responsibilities in a fast-paced environment.
• Adapt quickly to changing business needs and demonstrate the ability to manage multiple priorities simultaneously.
• Lead and support projects, ensuring tasks, timelines, and deliverables are effectively managed.
• Maintain strong client and stakeholder relationships through clear communication, timely follow-up, and effective issue resolution.
• Identify operational challenges and proactively recommend solutions to improve team performance and overall efficiency.

Skills

Leadership

People management

Performance management

English communication

Problem solving

Decision making

Client management

Project management

Adaptable

Fast-paced

Job description

Helpware Inc is seeking an experienced Team Leader for our Cebu, Philippines operations. The role oversees daily team activities, coaches agents, and ensures targets are met through strong performance management and clear communication.

You will monitor metrics, manage staffing and schedules, drive process improvements, and maintain client relationships while upholding our values in a fast-paced BPO environment.