Team Leader

23 hours ago

Taguig, National Capital Region, Philippines ESOL IT SERVICES INC. Full time

Job Overview

We are looking for a dynamic and results-driven Team Leader with proven BPO experience to manage team performance, develop talent, and drive operational excellence. If you're passionate about leadership, continuous improvement, and delivering outstanding customer outcomes, this role is for you.


Key Responsibilities
  • Manage overall team performance, engagement, and career development
  • Conduct regular performance reviews and implement Performance Improvement Plans (PIPs)
  • Communicate business goals, vision, and strategic updates clearly to the team
  • Drive initiatives that improve customer satisfaction, productivity, and operational efficiency
  • Own, prepare, and present performance reports for WBR / MBR / QBR
  • Handle end-to-end agent scheduling, staffing requirements, and daily work allocation
  • Monitor and manage daily SLAs, productivity, quality, and turnaround times
  • Coordinate and participate in weekly quality calibration sessions
  • Conduct regular coaching and feedback sessions to support individual and team growth
  • Provide consultative support through strong end-to-end process knowledge and data analysis
  • Lead continuous improvement initiatives to enhance productivity, efficiency, and cost optimization
  • Motivate and inspire the team while driving innovation and process improvements
  • Prepare monthly performance summaries highlighting achievements, challenges, and focus areas

Qualifications
  • Minimum 3 years of Team Leader / Leadership experience in a BPO environment
  • Strong people management, coaching, and stakeholder communication skills
  • Analytical mindset with the ability to translate data into actionable insights
  • Proven experience in SLA management, reporting, and workforce planning
  • Highly organized, proactive, and results-oriented

Why Join Us?
  • Opportunity to lead and shape high-performing teams
  • Collaborative and growth-focused work culture
  • Career development and leadership exposure
  • Be part of a team that values innovation and continuous improvement

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