BPO Team Leader

2 weeks ago

Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year


Job Title: Team Lead Voice Support
Work Arrangement: Onsite
Shift: 24x7 Rotating Shifts
Location: Cebu
Start Date: ASAP
Openings: 25

About the Role:

We are seeking a proactive and experienced Team Lead to manage a voice support team within a customer service operations environment. The ideal candidate will have a strong background in leading teams, especially in high-volume or customer-facing environments. This role is fully onsite and requires flexibility to work across rotating shifts.

Key Responsibilities:
  • Team Management: Supervise daily operations of the support team, track performance metrics, and ensure service level agreements (SLAs) are met.
  • Communication: Serve as the liaison between the team and upper management, delivering updates, policy changes, and feedback clearly and effectively.
  • Task Delegation & Coordination: Allocate tasks based on team members skills and capacity while ensuring deadlines and quality standards are met.
  • Coaching & Development: Provide regular coaching, mentoring, and performance feedback to team members to support their professional growth.
  • Conflict Resolution: Mediate interpersonal issues and ensure a positive team environment to maintain productivity and morale.
Qualifications:
  • Education: College degree preferred, but open to undergraduates with relevant experience.
  • Experience: Minimum of 2 years in a Team Lead or Supervisory role within any line of business.
  • Skills:
    • Strong leadership and organizational skills
    • Excellent verbal and written communication
    • Problem-solving and decision-making abilities
    • Comfortable working in fast-paced, customer-driven environments

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