START ASAP Team Leader

2 days ago

Pasay, National Capital Region, Philippines Teleperformance Full time ₱800,000 - ₱1,200,000 per year

The BPO Team Leader will be responsible for supervising a team of customer service representatives, ensuring operational excellence, and maintaining high levels of client satisfaction. This role requires strong leadership, communication, and performance management skills to drive team success in a fast-paced outsourcing environment.

  • Team Supervision: Lead, motivate, and manage a team of agents to meet daily performance targets and service level agreements (SLAs)
  • Performance Monitoring: Track individual and team KPIs, provide regular feedback, and implement improvement plans when necessary
  • Client Coordination: Act as the primary point of contact for client-related concerns and ensure expectations are consistently met
  • Training & Development: Support onboarding and continuous training efforts to enhance team capabilities and service quality
  • Issue Resolution: Handle escalated customer issues and ensure timely and effective resolution
  • Process Improvement: Identify workflow inefficiencies and collaborate with operations to implement enhancements

  • Reporting: Prepare and submit performance reports, attendance logs, and other documentation as required

  • 1–2 years of experience in a BPO or call center leadership role

  • Strong understanding of customer service principles and contact center operations
  • Excellent communication and interpersonal skills
  • Ability to lead, coach, and inspire a team
  • Flexible and adaptable to shifting priorities and client needs

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