Team Leader

2 weeks ago

Makati City, National Capital Region, Philippines LSG Makati, PH Full time ₱1,200,000 - ₱2,400,000 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

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