Team Leader

2 weeks ago

Makati City, National Capital Region, Philippines LSG Makati, PH Full time ₱70,000 - ₱120,000 per year

We are seeking an experienced and proactive Team Leader to oversee a team of Customer Support Agents across different accounts. This role is responsible for ensuring that the team achieves performance targets, delivers high-quality customer service, and adheres to process and compliance standards. The ideal candidate has strong leadership skills, excellent communication abilities, and a proven background in managing customer service operations, particularly in chat, SMS/text, and email-based support.

Key Responsibilities

  • Lead, coach, and manage a team of Customer Support Agents handling customer inquiries across multiple accounts (chat, SMS/text, email, and other assigned channels).
  • Monitor daily team performance to ensure adherence to SLAs, response times, accuracy, and quality standards.
  • Conduct regular coaching, feedback sessions, and performance reviews to drive continuous improvement.
  • Ensure that at least 80% of chats are responded to within 3 minutes and agents consistently achieve a 90%+ quality audit score.
  • Coordinate with the Escalation Team (AST) for cases that require advanced handling or voice-based resolution.
  • Support the team in meeting goals related to productivity, efficiency, accuracy, and customer satisfaction.
  • Generate, review, and analyze team performance reports, identifying trends and recommending solutions for improvement.
  • Collaborate with HR, QA, Training, and Operations teams to ensure seamless workforce and process management.
  • Enforce compliance with all internal processes, client requirements, and company policies.
  • Assist in onboarding, training, and upskilling of new and existing team members.

Qualifications

  • At least 2 years of experience as a Team Leader or Supervisor in a BPO or customer service environment.
  • Solid background in customer service operations, preferably with experience in non-voice channels (chat, email, SMS/text).
  • Excellent written and verbal communication skills with strong attention to detail.
  • Proven ability to motivate, coach, and lead teams in a fast-paced, metrics-driven environment.
  • Proficiency in using digital platforms, CRM systems, and reporting tools.
  • Strong analytical, problem-solving, and conflict-resolution skills.
  • Must be willing to work onsite in Makati on a graveyard shift schedule.

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Application Question(s):

  • Are you willing to work onsite in Makati City?
  • Are you willing to start immediately?
  • Do you have at least 2 years of experience in a Team Leader or Supervisory role in a BPO or customer service setting?
  • What is your salary expectation for the role?

Work Location: In person

Expected Start Date: 09/15/2025

  • Team Leader

    5 days ago

    Makati City, National Capital Region, Philippines Extend Your Team Full time ₱90,000 - ₱110,000 per year

    Company Mission:Our mission is to reduce the cost of capital across the world.About the Company:We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta,...

  • Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

    About the RoleWe are looking for a dynamic and confident Team Leader with livestream hosting experience to lead and inspire our team of hosts. This role requires someone who can guide, motivate, and coach while also being comfortable in front of the camera. If you have a passion for e-commerce and livestreaming, this is the perfect opportunity for...

  • Team Leader

    4 days ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱104,000 - ₱130,878 per year

    Job Overview:The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.Duties and responsibilities●To manage the day–to-day planning, operation and problem-solving of a team of agents to meet withthe required service level components, to develop the team to...

  • Store Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines Amber Golden Chain Of Restaurants Corporation Full time $40,000 - $60,000 per year

    A store team leader is responsible for monitoring the staff's performance, delegating tasks, and ensuring that the team provides the best customer service by responding to the customer's inquiries and concerns and resolving their complaints. Store team leaders assist with the development of marketing campaigns and promotional offers to sell goods and...

  • collection team leader

    2 weeks ago

    Makati City, National Capital Region, Philippines Yinshan Lending Inc. Full time $60,000 - $80,000 per year

    About the role Yinshan Lending Inc. is seeking a highly motivated and experienced Collection Team Leader to join our dynamic team in Makati City, Metro Manila. As the Collection Team Leader, you will play a pivotal role in driving the success of our collection's operations, leading a team of dedicated collectors and ensuring efficient debt recovery...

  • Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines Espacio Cafe- Baguio Branch Full time ₱240,000 per year

    QUALIFICATIONS:Bachelors Degree in Hospitality Management or any related course.At least 1–3 years of experience in a BOH or kitchen-related rolePrior experience in a leadership or supervisory role is a strong advantageExperience in food preparation, kitchen sanitation, and inventory managementAbility to lead and motivate a BOH teamKnowledge in inventory...

  • Retail Team Leaders

    1 week ago

    Makati City, National Capital Region, Philippines beBeeTeamLeader Full time ₱252,000 - ₱420,000

    Job DescriptionThis position involves supervising and guiding teams of support agents in a fast-paced retail environment. The successful candidate will be responsible for creating an inspiring work environment with an open communication culture.Monitor team performance and report on key metricsOversee day-to-day operations and delegate tasks as...

  • Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines ADP Full time $60,000 - $80,000 per year

    Lead the Daily Activities.You will provide leadership, guidance, and direction to team members and ensure they complete work according to scheduled deadlines with attention to quality standards, priorities, and overall goals. You will oversee the use of standard process workflows by your team, manageescalated client issues,and provide direction...

  • Team Leader

    2 weeks ago

    Makati City, National Capital Region, Philippines PhilLife - Insurance Careers Full time $80,000 - $120,000 per year

    Job Summary:The Team Leader is responsible for leading a team of insurance advisers, developing strategic sales plans, and driving revenue growth. This role oversees team performance, fosters key customer relationships, identifies new business opportunities, and ensures alignment with company goals.Key Responsibilities:Sales Strategy &...

  • Team Leader

    3 weeks ago

    Makati City, National Capital Region, Philippines ADP Full time

    Lead the daily activities of your team by providing leadership, guidance, and direction to ensure work is completed according to scheduled deadlines, quality standards, priorities, and overall goals. Oversee standard process workflows, manage escalated client issues, and provide guidance on client resolutions. Track productivity and performance standards,...