Lead Agent

14 hours ago

Cebu City, Central Visayas, Philippines TalentPop App Full time ₱1,500,000 - ₱3,000,000 per year

TalentPop: Dedicated Lead Agent (Remote)
At
TalentPop
, we partner with the world's fastest-growing E-commerce brands, turning customer service into a competitive advantage. We're seeking an exceptional
Dedicated Lead Agent
to act as the operational leader for one of our key client teams, driving efficiency, quality, and agent success.

If you are a veteran of BPO, thrive on problem-solving, and are ready to lead a team to consistently deliver world-class support, we want to hear from you.

What the Role Entails: Leadership and Impact

As the Lead Agent, you are the backbone of the support team, ensuring smooth daily operations and high-quality customer outcomes.

  • Workflow Management: Maintain perfectly organized queues and monitor real-time capacity to ensure balanced workloads across all agents.
  • Expert Escalation: Own complex customer issues, step in on priority tickets, and resolve tricky situations quickly and professionally.
  • Coaching & Development: Mentor agents through difficult cases, provide targeted feedback, and share best practices to boost team performance.
  • Operational Excellence: Identify bottlenecks, spot training gaps, and proactively suggest improvements to processes and SOPs.
  • Client Collaboration: Work closely with the Team Leader and Customer Success Manager to align support operations with the client's business goals.
  • Knowledge Maintenance: Keep all macros, SOPs, and team resources updated and compliant.

Must-Haves: Your Qualifications

We are looking for proven experience in a fast-paced BPO environment:

  • BPO Experience: 3–5 years of professional experience in BPO customer service (supporting external clients).
  • Leadership Experience: 1–2 years in a senior customer service role, team lead, or as a virtual assistant (VA experience is highly valued).
  • Agile Problem-Solver: Demonstrated ability to manage people and solve operational challenges on the fly.
  • Detail-Oriented: Exceptional organizational skills, proactive approach, and a true commitment to detail.
  • Technical Fluency: Proficient with major support platforms (Zendesk, Gorgias, Kustomer, etc.).
  • Bonus Power-Up: Experience or interest in the E-commerce industry is a plus.

Technical Requirements for Remote Success

This is a remote position requiring a stable, dedicated home office setup:

  • Internet: A minimum of 20 Mbps+ wired primary connection, plus a stable 5 Mbps backup internet plan.
  • Hardware: Core i5 / Ryzen 5 equivalent or higher processor, with a minimum of 8GB RAM.
  • Power Reliability: A reliable power supply and a clear backup plan (e.g., generator, portable power station, or alternative working location) are mandatory.

Perks & Benefits: Invested in Your Success

We believe in supporting our team members both professionally and personally. At TalentPop, you'll enjoy:

  • Annual performance-based increases
  • Paid time off
  • Health and dental insurance or a monthly health stipend
  • Holiday bonuses
  • Permanent work-from-home setup
  • Opportunities for career advancement as we continue to grow

If you lead by example and are driven to help teams and E-commerce brands succeed, **apply today**

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