As a Team Leader, you’ll lead a team of agents assigned to specific accounts, ensuring consistent performance and operational excellence. You’ll monitor daily KPIs, provide regular coaching, and serve as the bridge between your team and account leadership.
This role requires a hands-on approach to service delivery, team management, and client communication.
Minimum Requirements
At least 1 year of experience in a leadership role within a BPO or call center environment.
At least 1 year of experience in a leadership role within a BPO or call center environment.
At least a high school graduate; college coursework or degree is a plus.
At least a high school graduate; college coursework or degree is a plus.
Strong background in people management, performance tracking, and client coordination
Comfortable working in an on-site setup based in Cebu City.
Strong background in people management, performance tracking, and client coordination
Comfortable working in an on-site setup based in Cebu City.
Willingness to work flexible shifts, including evenings or weekends as needed.
Willingness to work flexible shifts, including evenings or weekends as needed.
Experience working with start-up accounts is a plus.
Experience working with start-up accounts is a plus.
Competencies and Skills
Proven leadership and coaching skills
Strong verbal and written communication
Attention to detail and strong organizational habits
Familiarity with QA, WFM, and productivity tools
Proven leadership and coaching skills
Strong verbal and written communication
Attention to detail and strong organizational habits
Familiarity with QA, WFM, and productivity tools
Client-facing professionalism and presence
Client-facing professionalism and presence
Analytical thinking and problem-solving skills
Ability to motivate and hold team members accountable
Confident decision-making and timely escalation
Collaboration with cross-functional teams
Analytical thinking and problem-solving skills
Ability to motivate and hold team members accountable
Confident decision-making and timely escalation
Collaboration with cross-functional teams
Essential Functions
Monitor daily performance metrics (e.g., productivity, quality, adherence) for assigned accounts.
Provide timely coaching and redirection to address performance gaps.
Communicate client or account updates clearly and consistently to your team.
Take proactive steps to improve team output or address recurring pain points.
Collaborate with other leaders and support teams to address operational needs or escalations.
Maintain a strong presence during your shift, providing real-time support and oversight.
Protect the client experience by ensuring accuracy, timeliness, and professionalism at all times.
Monitor daily performance metrics (e.g., productivity, quality, adherence) for assigned accounts.
Provide timely coaching and redirection to address performance gaps.
Communicate client or account updates clearly and consistently to your team.
Take proactive steps to improve team output or address recurring pain points.
Collaborate with other leaders and support teams to address operational needs or escalations.
Maintain a strong presence during your shift, providing real-time support and oversight.
Protect the client experience by ensuring accuracy, timeliness, and professionalism at all times.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!