Team Leader

3 days ago


Makati, Philippines TechWorld 360 Inc. Full time

Overview

We are seeking a highly motivated and experienced Team Leader (Bilingual - Mandarin) to join our dynamic BPO team. The ideal candidate has a strong background in the BPO industry, proven leadership experience, and a solid sales track record. This role requires fluency in Mandarin and English, and the ability to lead a team in a fast-paced, target-driven environment.

Responsibilities
  • Lead, coach, and motivate a team of sales/customer service agents to meet and exceed performance targets.
  • Monitor daily team performance, analyze trends, and implement action plans to improve metrics.
  • Serve as the primary point of contact for both internal and external stakeholders regarding Mandarin-speaking clients/customers.
  • Conduct regular coaching, performance reviews, and feedback sessions with team members.
  • Ensure compliance with company policies, client requirements, and quality standards.
  • Handle escalations and resolve client or customer issues promptly and professionally.
  • Prepare and submit reports on team performance, KPIs, and sales metrics.
  • Foster a positive, results-oriented work environment that supports employee engagement and development.
Qualifications
  • Bachelor’s degree or equivalent experience.
  • At least 1-2 years of sales experience, preferably in a call center or customer service environment.
  • Fluent in both Mandarin and English (spoken and written).
  • Strong leadership, interpersonal, and coaching skills.
  • Proven ability to meet targets and manage team performance under pressure.
  • Excellent problem-solving, organizational, and communication skills.
  • Proficient in MS Office tools and CRM systems.
Preferred Skills
  • Experience handling Mandarin-speaking accounts.
  • Background in telesales, upselling, or customer retention programs.
  • Minimum of 2 years of experience as a Team Leader in a BPO setting.
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