Team Manager - BPO

ABS-CBN Corporation; Quezon City; On-site; PHP 391,000 - 670,000; Full time

Job summary

ABS-CBN Corporation is seeking a capable team lead for its contact center in Quezon City. The role focuses on driving team initiatives to meet monthly performance goals across customer satisfaction, quality, productivity and KPIs.

You will resolve customer questions and address escalations while reporting and analyzing operational issues. You will coach, monitor, and develop agents, conduct performance reviews, and ensure confidentiality and professional conduct.

Qualifications

• College graduate with strong communication skills.
• Minimum 1 year of experience in a BPO role.
• Proficient with social media platforms (Facebook, X, Instagram, YouTube).
• Professional demeanor, dependable, and able to maintain confidentiality.

Responsibilities

• Develop and implement team initiatives to meet monthly performance goals for customer satisfaction, quality, productivity, and KPIs.
• Resolve customers’ questions and problems and escalate when needed.
• Report, analyze, and resolve system, customer and team issues and client report requirements.
• Build open communication with agents, peers, trainers, and other areas to facilitate problem solving.
• Align and implement company initiatives to ensure positive customer experience for the team.
• Manage agent performance through formal reviews and development plans.
• Coach, counsel and discipline agents as needed per policy.

Skills

Excellent comms

BPO experience

Social media platforms

Professional demeanor

Adaptability

Management skills

Education

College degree

Job description

Accomplish operational objectives by:

• Developing and implementing team initiatives to meet monthly team performance goals for customer satisfaction, quality, productivity and key performance metrics.
• Resolving customers’ questions and problems and quickly addressing challenging customers and problems that require escalation outside of the department.
• Reporting, analyzing and resolving system, customer and team operational issues and client report requirements.
• Building, establishing and maintaining open lines of communication with agents, peers, trainers, and other areas of the company to facilitate problem solving.
• Aligning, managing and implementing company initiatives to ensure positive customer experience for the team.

Accomplish human resource objectives by:

• Managing agent performance thru conduct of formal agent performance reviews, including annual goal- setting/ performance development plan, mid-year performance review, and final year-end performance review. Initiate and plan career development for agents.
• Monitoring and evaluation of agent’s monthly performance, review productivity and attendance reports, and coach team members to improve performance.
• Coaching, counselling and disciplining of agents, if and when needed, based on standard process and policies.

Qualifications

• College Graduate
• EXCELLENT in both oral and written communication skills
• At least 1 year experience in a BPO industry in the same capacity
• Utilizes social media platforms such as but not limited to Facebook, X, Instagram, YouTube
• Professional demeanor, dependable, and able to maintain confidential information
• Flexible, detailed, and able to successfully adapt to change
• Ability to plan, lead, organize, and control (Management Skills)