Team Leader | Local Telco

Support Services Group; Pasig; On-site; PHP 305,000 - 365,000; Full time

Benefits offered by this job

Performance Incentive

A vibrant and inclusive workplace

Career growth opportunities

Competitive compensation

Job summary

Support Services Group is seeking a results-driven team lead in Pasig City to manage productivity for a Telco-focused client. The role emphasizes coaching, attendance oversight, and performance improvement across a productive agent team.

You will train and motivate agents, drive performance against targets, and maintain open communication with all staff while supporting a positive, collaborative workplace culture.

Qualifications

• Minimum 1–2 years in a leadership role within the BPO industry; telco background preferred.
• Excellent communication and presentation skills are required.
• Proficiency with Microsoft Office, especially PowerPoint and Excel.
• Strong problem-solving, multitasking and urgency in a fast-paced environment.

Responsibilities

• Assess and enhance agent productivity for client service delivery and revenue generation.
• Lead productivity reviews and implement coaching and performance improvement plans.
• Train and motivate agents to sustain high-quality output on schedule.
• Evaluate performance and coach for continuous improvement and target attainment.
• Manage daily attendance to maintain operational efficiency and reliability.
• Communicate regularly with staff at all levels and foster a positive work environment.
• Encourage idea sharing for continuous improvement and align team with goals.
• Make decisions responsibly and own team productivity outcomes.
• Ensure timely completion and submission of required paperwork and reports.

Skills

Leadership

Communication

MS Office

Team player

Tools

PowerPoint

Excel

Job description

Account: Local Telco Campaign
Location: Pasig City
Salary: ₱30,000 + entitled to premiums such as OT, RD OT, Holiday Pay, ND, and incentives!

About The Role

• Assessing, measuring, and enhancing the productivity performance of agents associated with client service delivery and revenue generation.
• Taking charge of team productivity, conducting thorough productivity reviews, and implementing coaching and performance improvement plans.
• Training and motivating agents to consistently deliver high-quality work within set timelines.
• Evaluating performance, coaching agents for improvement, and ensuring performance meets or exceeds set targets.
• Managing the daily attendance of assigned agents to maintain operational efficiency.
• Maintaining regular and effective communication with employees at all levels.
• Creating a positive work environment that fosters good morale, quality work, and high productivity.
• Cultivating an atmosphere that encourages employees to share ideas for continuous improvement.
• Keeping the team aligned with company and client goals and results.
• Taking direct responsibility for decisions made and being answerable for team productivity performance.
• Ensuring the completion and submission of all necessary paperwork and reports accurately and on time.

About You

• Must have at least 1 -2 years of prior experience in a leadership role in the BPO industry; preferably Telco background
• Good communications skills
• Proficiency in Microsoft Office, especially PowerPoint and Excel.
• A team player with strong communication, presentation, and task management skills.
• Working knowledge in productivity analysis, customer/client service, and problem-solving.
• Analytical mindset with the ability to multitask in a fast-paced environment and act with a sense of urgency.

Perks that Await You:

• Performance Incentive
• Competitive compensation package. #BetterWithSSG
• Exciting career growth opportunities.
• A vibrant and inclusive workplace culture.

Ready for the Challenge? Elevate Your Career with Us!

Company Description

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.