Team Leader

Lead with Purpose, Inspire with Impact

In the ever-evolving world of BPO and telco, leadership isn't just about managing calls-it's about creating connections that matter. Step beyond routine and take the helm in driving service excellence while nurturing your own growth. This role gives you the chance to balance impactful leadership with a rewarding career and a life well-lived.

Job Description

As a Team Leader, you will oversee daily operations, coach and mentor agents, and ensure performance metrics are achieved while fostering a supportive and engaging work environment.

Job Overview

Employment type: Full-time

Shift: Night shift, 8:00 PM to 5:00 AM, Monday to Friday

Work setup: Onsite, Megatower Ortigas

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• At least 1 year of experience managing a team of CSRs in a BPO environment
• Background in call center industry, preferably with Telco experience
• Good English communication skills
• High School Diploma
• English proficiency at B2 (Upper Intermediate), both written and verbal
• Strong computer navigation skills
• Flexibility to work rotating shifts
• Skilled in multi-tasking
• Dependable with strong attention to detail
• Courteous with strong customer service orientation
• Comfortable with repetitive work in a fast-paced, high-output environment
• 1 year of experience in a contact center
• Strong analytical and coaching skills
• Proven leadership experience

Your Daily Tasks

• Supervise the daily operations of assigned agents and ensure adherence to contractual KPIs
• Identify performance gaps and implement corrective action plans with measurable outcomes
• Coach direct reports regularly to achieve performance metrics, at minimum, on a weekly basis
• Ensure customer service delivery meets contractual KPIs and financial expectations
• Communicate expectations clearly and provide timely updates to team members
• Handle escalated customer calls and provide subject matter expertise as needed
• Conduct team meetings for effective communication and open feedback
• Schedule and organize team activities and engagement initiatives
• Stay updated on internal processes, company policies, and procedures
• Attend required managerial development training sessions
• Promote VoiceTeam values through professional behavior and supportive leadership
• Present team performance insights during meetings with the Operations Manager
• Apply conflict resolution techniques and ensure fair, policy-aligned outcomes
• Administer verbal or written warnings in coordination with Human Resources when necessary
• Stay informed on product updates, services, and client-specific information
• Perform other related duties as assigned

About the Client

Our client is a trusted name in the telco and BPO sector, dedicated to helping businesses provide seamless customer support through innovative solutions and empowered teams. With a strong focus on client satisfaction and employee growth, they set industry standards for service delivery while fostering a supportive workplace culture.

Welceme to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra