Team Leader | Utilities / Telecom / BFSI

Internationalseo; Taguig; On-site; PHP 558,000 - 725,400; Full time

Job summary

A leading consultancy firm in the Philippines is seeking an experienced BPO Team Leader to manage a team of customer service associates in voice and chat support. Responsibilities include monitoring team performance, conducting coaching sessions, and handling customer escalations. The ideal candidate should have at least 2 years of experience as a Team Leader in a BPO environment and possess strong leadership skills. This role offers a salary range of ₱50,000 to ₱65,000 and requires full on-site presence.

Qualifications

• At least 2 years of contact center experience.
• At least 2 years as a Team Leader or Supervisor in a BPO setting.
• Experience handling voice and chat customer service teams.

Responsibilities

• Lead and motivate a team of customer service associates handling voice and chat.
• Monitor performance and ensure achievement of contact center KPIs.
• Conduct coaching, feedback sessions, and performance reviews.
• Handle customer escalations with timely resolutions.
• Analyze reports to identify performance improvement opportunities.

Skills

Contact center metrics and performance management

Leadership and people management

Coaching and performance management

Customer-focused mindset

Problem-solving and decision-making

Analyzing reports and performance data

Ability to work in a 24/7 operational environment

Education

Bachelor’s degree or equivalent work experience

Job description

BPO Team Leader (Voice & Chat) | Utilities / Telecom / BFSI | Up to ₱65K | BGC

Company: Tata Consultancy Services

Location: Taguig City – BGC

Work Setup: Full On-site

Shift: Day Shift / Night Shift (24/7 Operations)

Salary Range: ₱50,000 – ₱65,000

Headcount: 10

Interview Process: Virtual

Job Summary

We are looking for an experienced Contact Center Team Leader to lead and manage a team of customer service associates handling voice and chat support. The ideal candidate will be responsible for driving team performance, ensuring excellent customer experience, and achieving key contact center KPIs.

Key Responsibilities

• Lead, supervise, and motivate a team of customer service associates handling voice and chat interactions.
• Monitor team performance and ensure achievement of contact center KPIs such as AHT, CSAT, QA, SLA, and productivity.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle customer escalations and ensure timely resolution of complex concerns.
• Analyze reports and performance data to identify performance improvement opportunities.

Required Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 2 years of contact center experience.
• At least 2 years of experience as a Team Leader or Supervisor in a BPO setting.
• Experience handling voice and chat customer service teams.

Preferred Industry Experience

Candidates with experience supporting the following domains are preferred:

• Utilities
• Telecom
• Insurance
• Banking & Financial Services (BFSI)

Key Skills

• Strong knowledge of contact center metrics and performance management.
• Excellent leadership and people management skills.
• Strong coaching and performance management abilities.
• Customer-focused mindset.
• Effective problem-solving and decision-making skills.
• Ability to handle customer escalations professionally.
• Strong analytical and reporting skills.
• Ability to work in a 24/7 operational environment.