Team Leader

6 days ago

Cebu City, Central Visayas, Philippines Virtual Staffing Solutions OPC Full time

We're looking for a Team Leader to oversee a team of agents, ensuring performance meets key KPIs such as AHT, CSAT/NPS, QA, conversion, and adherence. The role involves monitoring metrics, coaching team members, handling escalations, and driving continuous improvement to meet operational goals.

Key Responsibilities
  • Monitor daily, weekly, and monthly agent performance against KPIs (AHT, CSAT/NPS, QA, conversion, adherence).
  • Conduct regular 1:1s, side-by-sides, and call calibrations to drive improvement.
  • Identify performance gaps and implement coaching and action plans.
  • Ensure accountability through performance tracking, documentation, and corrective actions (PIPs as needed).
  • Handle escalations and support agents in issue resolution.
  • Prepare and communicate performance reports and updates.
  • Ensure compliance with company policies, client requirements, and operational procedures.
  • Foster engagement, recognize achievements, and promote retention.
  • Recommend process improvements to enhance efficiency and results.
Skills, Knowledge & Expertise
  • Bachelor's degree preferred or equivalent experience.
  • Minimum 5 years of BPO/call center experience, including 2–3 years in a leadership role.
  • Proven record of meeting or exceeding KPIs.
  • Strong leadership, coaching, and accountability skills.
  • Excellent communication and escalation-handling abilities.
  • Analytical, data-driven, and results-oriented.
  • Proficient in MS Office/Google Workspace; familiar with CRM or queue management tools.

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