Team Leader – Airline Customer Support

4 days ago

Taguig, National Capital Region, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

Overview:

We are seeking a dynamic and experienced Team Leader to oversee daily operations for our airline customer support account. The ideal candidate will have a strong background in BPO operations and a solid understanding of airline industry standards, with a passion for delivering exceptional customer service through team leadership and performance management.

Key Responsibilities:
  • Lead and manage a team of customer service representatives handling airline-related inquiries and transactions
  • Monitor team performance metrics (AHT, CSAT, QA scores, etc.) and implement action plans to meet or exceed targets
  • Provide coaching, mentoring, and regular feedback to team members to ensure continuous improvement
  • Handle escalations and ensure prompt resolution of customer issues in line with airline policies
  • Collaborate with workforce, quality, and training teams to ensure operational readiness and compliance
  • Prepare and present performance reports to management and stakeholders
  • Drive employee engagement and foster a positive, high-performance culture
  • Ensure adherence to company policies, airline protocols, and regulatory requirements
Qualifications:
  • Minimum 2 years of experience as a Team Leader in a BPO environment
  • Prior experience supporting an airline or travel-related account is highly preferred
  • Strong leadership, communication, and interpersonal skills
  • Proven ability to manage KPIs and drive team performance
  • Proficient in MS Office and CRM tools
  • Willingness to work on shifting schedules, including weekends and holidays
Important Note:

Only candidates with relevant experience in both BPO operations and airline account management will be considered for this role.

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