Team Leader (Technical Account)

Valor Global, Inc.; Biñan; On-site; PHP 446,000 - 781,000; Full time

Job summary

Valor Global, Inc. is seeking an experienced Team Leader for a BPO operation focusing on technical or home security accounts. You will lead a team, monitor KPIs, and coach agents to deliver high standards of customer support.

The role requires strong troubleshooting skills across hardware, software, networking, or OS, excellent English communication, and the ability to motivate and manage performance under pressure. A IT/CS degree is preferred but not mandatory based on experience.

Qualifications

• At least 1–2 years as Team Leader in a BPO, preferably handling a Technical or Home Security account.
• Strong troubleshooting across hardware, software, networking, or OS.
• Excellent verbal and written English communication skills; ability to explain complex technical concepts simply.
• Proven ability to motivate a team, handle conflict, and manage performance under pressure.
• Bachelor's degree in IT, Computer Science, or a related field preferred, but equivalent work experience often accepted.

Responsibilities

• Monitor and drive key metrics (KPIs) such as AHT, FCR, and CSAT.
• Conduct regular 1-on-1 coaching sessions and side-by-side to improve agent skills.
• Act as the first point of contact for complex technical issues that agents cannot resolve.
• Oversee floor activity and queue levels to ensure SLAs are met.
• Analyze team data to identify trends and areas for process improvement.

Skills

Team leadership

BPO experience

Troubleshooting

English communication

Performance management

Education

Bachelor's degree in IT/CS

Job description

Key Responsibilities

• Monitor and drive key metrics (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

• Conduct regular 1-on-1 coaching sessions and side‑by‑side to improve agent technical skills and communication.

• Act as the first point of contact for complex technical issues that agents cannot resolve on their own.

• Oversee floor activity and queue levels to ensure service level agreements (SLAs) are met.

• Analyze team data to identify trends, pain points, and areas for process improvement.

Qualifications

• At least 1-2 years of experience as a Team Leader in a BPO setting, preferably handling a Technical or Home Security account.

• Strong understanding of troubleshooting (e.g., hardware, software, networking, or OS) depending on the account's specific needs.

• Excellent verbal and written English communication skills; ability to explain complex technical concepts simply.

• Proven ability to motivate a team, handle conflict, and manage performance under pressure.

• Bachelor's degree in IT, Computer Science, or a related field is preferred, but equivalent work experience is often accepted.