Team Leader - Solar

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

Are you passionate about developing people, driving performance, and creating high-performing teams? As a Team Leader, you will play a critical role in coaching, mentoring, and leading customer service professionals to achieve operational excellence while delivering outstanding customer experiences.

Join ClearSource and help build a culture of accountability, continuous improvement, and success by empowering team members to reach both their professional and personal goals.

What will you do as a Team Leader?

Conduct weekly one-on-one meetings with each team member to discuss performance, career development, personal goals, role expectations, 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 ClearSource 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 ClearSource Core Values: Customer First, Personal Accountability, Humble Courage, Hungry, Happy, and Healthy.

What We're Looking For

Required Experience

At least 2–3 years of experience in customer service, contact center operations, or a related field.

Minimum of 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.

Preferred Experience

Experience leading teams in a BPO, customer support, contact center, or shared services environment.

Experience working in a solar industry

Background in service operations, case management, or client-facing support programs.

Experience managing attendance, productivity, quality, and workforce performance initiatives.

Familiarity with CRM platforms, workforce management systems, and quality monitoring tools.

Demonstrated success in developing high-performing teams and achieving operational targets.

What We Offer

ClearSource offers a competitive salary as well as opportunities for career growth and professional development. We have an inclusive culture that values diversity and the contributions our employees make to the organization’s success.

We also offer:

• ClearSource offers a competitive salary as well as opportunities for career growth and professional development.
• Competitive salary – Get paid for doing what you love!

Making Lives Better

—for our employees, our clients, and their customers. Our culture is built on a strong foundation of core values that shape everything we do:

Customer First

We are obsessed with delivering an exceptional customer experience.

Personal Accountability

We do the right thing and own our actions.

Humble Courage

We embrace feedback, seek growth, and push ourselves to improve.

Hungry

We bring passion, energy, and drive to everything we do.

Happy & Healthy

We believe in balance, well-being, and a positive workplace.

If these values resonate with you, this is your chance to join a fast-growing, high-performing team!

Come join our team and see why ClearSource is an employer of choice.

Office Address: 10th Floor Rockwell Business Center Tower 1, Ortigas Avenue, Pasig City