Team Leader

2 weeks ago

Cebu City, Central Visayas, Philippines Virtual Staffing Solutions OPC Full time ₱900,000 - ₱1,200,000 per year

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.

  • Team Leader

    2 weeks ago

    Cebu City, Central Visayas, Philippines Xtendops Full time ₱150,000 - ₱250,000 per year

    We're Hiring: Team Leader (BPO Setup) Are you a results-driven leader with a passion for coaching and developing high-performing teams? Join XtendOps as a Team Leader and take charge of driving operational excellence and client satisfaction from legal intake law firm account. Location: Onsite – Cebu Schedule: Night shift Experience: At least 2 years...

  • Team Leader

    2 weeks ago

    Cebu City, Central Visayas, Philippines Elevare dynamics Full time ₱1,200,000 - ₱1,800,000 per year

    / RequirementsJob title: Team LeaderAccount: HealthcareType of Support: VoiceWork set up: 100% Onsite in CebuWork shift: US Business HoursSalary: up to 34K packageStart date: ASAPQualifications:• 2nd year completed/College Graduate• At least 2 years experience as a Team Leader in BPO• Preferred Healthcare experience in BPO• With Insurance background,...

  • Team Leader

    1 week ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions Inc. Full time ₱80,000 - ₱120,000 per year

    Team Leader – Retail Account (Voice) Tech Tower, Cebu Business Park Work Setup: 100% Onsite Virtual Hiring ProcessJob Highlights₱32,000 Base Pay + ₱2,000 AllowanceQuarterly Incentives up to ₱7,50020% Night DifferentialCareer Growth OpportunitiesWork with a Leading Retail AccountJob DescriptionWe are looking for an experienced Team Leader to join our...

  • Team Leader

    2 weeks ago

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

    Testimony Video: Job Description - Team Leader - Property ManagementAbout the Role:As a Property Management Team Leader (Management Level), you will be responsible for the work quality and efficiency of a group of Assistant Property Managers, supporting them with your real estate and property management expertise as well as group and one-on-one-led...

  • Team Leader

    2 weeks ago

    Cebu City, Central Visayas, Philippines HGS Offshore Staffing Solutions Full time ₱1,200,000 - ₱2,400,000 per year

    Role Overview:The Team Leader – Customer Service Operations is responsible for leading a team of customer service representatives in a fast-paced, 24x7x365 operational environment. The role focuses on driving team performance, ensuring service excellence, managing escalations, and maintaining operational stability. The Team Leader is accountable for...

  • Team Leader

    1 week ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱414,000 - ₱420,000 per year

    Team Leader – Retail Account (Voice)Tech Tower, Cebu Business ParkWork Setup: 100% OnsiteVirtual Hiring ProcessJob Highlights₱32,000 Base Pay + ₱2,000 AllowanceQuarterly Incentives up to ₱7,50020% Night DifferentialCareer Growth OpportunitiesWork with a Leading Retail AccountJob DescriptionWe are looking for an experienced Team Leader to join our...

  • Team Leader

    2 weeks ago

    Cebu City, Central Visayas, Philippines RSD Human Resource Management Consultancy Full time ₱400,000 - ₱636,000 per year

    QualificationsAt least 1–2 years of experience as a Team Leader in a BPO/Contact Center environment.Strong understanding of Cebu site operations and local workforce culture (advantage).Excellent communication, leadership, and coaching skills.Proven track record of improving team performance using data-driven approaches.Job Type: Full-timePay: Up to...

  • Team Leader

    2 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱360,000 - ₱720,000 per year

    About the job: Assistant Manager/Team Leader (Cebu) | OnsiteWork Setup: 100% onsite (Cebu)Shift Schedule: 24/7; ShiftingRequirements:Minimum 1 year of leadership experienceInsurance-specific experience in handling side of the business requiredPreferably P&C claimsPreferably in Personal lines claims FNOL (First Notice of Loss) or similar experience.

  • Team Leader

    1 week ago

    Cebu City, Central Visayas, Philippines RSD Human Resource Management Consultancy Full time ₱528,000 per year

    Qualifications:Bachelor's degree preferred; equivalent experience accepted.Minimum of 2 years of experience in a BPO environment, with at least 1 year in a leadership or supervisory role.Strong understanding of call center metrics such as AHT, CSAT, FCR, and QA scores.Excellent communication, coaching, and interpersonal skills.Strong problem-solving and...

  • Team Leader

    2 weeks ago

    Cebu City, Central Visayas, Philippines ContactPoint360 Full time ₱900,000 - ₱1,200,000 per year

    Join our CP360 Family, todayFrom Maple Leaf to Cebu: Proudly Cebuano, Uniquely CanadianJoin Our Canadian-Inspired Team in Cebu: Embrace Excellence TogetherWho We Are:Welcome to ContactPoint 360, the world's fastest-growing global BPO.At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come...