Team Leader

6 days ago

Libis, Philippines CPS Asia Pacific Full time ₱420,000 - ₱480,000 per year

About the Role

We are looking for a highly motivated and experienced Team Leader to join our US Antivirus account. The ideal candidate will have a strong background in leading high-performing teams in a BPO/IT-enabled environment, with at least 3+ years of leadership experience. You will be responsible for managing day-to-day team operations, driving performance, and ensuring exceptional service delivery to meet client expectations.

Key Responsibilities

  • Lead, manage, and motivate a team of agents handling US Antivirus customer/technical support.
  • Ensure that daily, weekly, and monthly performance metrics are met (AHT, quality, attendance, CSAT, etc.).
  • Monitor team performance, conduct regular coaching and feedback sessions, and create performance improvement plans when necessary.
  • Act as a point of escalation for complex customer issues, ensuring swift and effective resolution.
  • Maintain open communication with clients and internal stakeholders to align on business objectives.
  • Prepare and analyze reports on team performance and recommend process improvements.
  • Drive engagement, team morale, and a positive work environment.
  • Ensure compliance with company policies, data privacy, and client-specific requirements.

Qualifications

  • Minimum of 3 years' experience as a Team Leader in a BPO, IT Helpdesk, or Antivirus/Technical Support environment.
  • Strong understanding of Antivirus products, technical troubleshooting, or customer service operations.
  • Excellent communication, leadership, and interpersonal skills.
  • Proven ability to coach, mentor, and develop team members to achieve performance goals.
  • Strong analytical and problem-solving skills, with experience using performance reports to drive improvements.
  • Flexible, adaptable, and able to work in a fast-paced environment.
  • Willing to work US shifts, weekends, or holidays as required by the account.

What We Offer

  • Competitive compensation package.
  • Career growth and advancement opportunities.
  • Health and wellness benefits.
  • A collaborative and supportive work environment.

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Benefits:

  • Paid training
  • Pay raise

Work Location: In person

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