BPO Team Lead

Role Details

Type of Support: Leadership
Contract Duration: Full Time
Work Type and Location: Full Onsite, Taguig (McKinley)
Expected Start Date: ASAP

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's world-class outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we're introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.

What You'll Do

• Helping toestablish processes and procedures with the growing business of the Partner by developing an understanding of the process, business, and support interaction and creating process suggestions leading to better business outcomes
• Providingconstant valuable feedback for all stakeholders - Program Manager, Partner, and Associates
• Responsible for leading special projects, evergreen initiatives, and internal/external outreach.
• Leadingweekly team meetings or huddles and conducting regular 1:1s with each of your direct reports
• Providingquality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
• Conducting QA, coaching sessions, and side-by-side feedback (plug-ins)
• Providingand/or facilitating training to new hires or current associates as needed
• Supporting/Assisting associates during production and assigning associates to new and different tasks as required
• Monitoring production levels for each associate (using Zendesk Explore or other metric data tools)
• Building and maintainingthe team's schedule to ensure appropriate coverage
• Participatingin the hiring process by helping to Identify and select ideal candidates according to the program's needs

What We Expect From You

• Excellent English proficiency - both written and spoken
• Team Leader experience (1 year or more)
• Data background and knowledge
• Proactive and willing to find solutions to trending issues
• Able to offer insights and reporting as needed
• Comfortable with a high-velocity environment with shifting priorities
• Great communication skills both written and verbal
• Organized team player with a personable manner, excellent customer service skills, and the ability to work with a diverse group

What You'll Get in Return

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. We share a set of core values that guide our actions:

• Care for others: Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth: Expand your mind by taking calculated risks, developing your skills, and staying open to change.
• Manifest trust: Trust is the bond that allows us to work at our highest levels. It is continuously earned by delivering on our commitments.
• Take ownership: Doing the right thing should come naturally.
• Be humble: Seek guidance, receive feedback, ask questions, and listen to your colleagues.

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging, and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact