Team Lead

1 week ago

Metro Cebu, Philippines SupportZebra Full time ₱900,000 - ₱1,200,000 per year

Job Title:
BPO Team Lead

Department:
Operations

Reports To:
Operations Manager / Project Supervisor

Location:
Onsite - SupportZebra Branch Office

Employment Type:
Full-time

Job Summary:

The
BPO Team Lead
is responsible for managing and guiding a team of agents to achieve performance goals and deliver excellent customer service or back-office support. This role ensures that daily operations run smoothly by monitoring KPIs, providing coaching, resolving escalations, and driving continuous improvement in productivity and quality. The ideal candidate demonstrates strong leadership, communication, and analytical skills, with a proven ability to motivate and develop high-performing teams in a fast-paced environment.

Key Responsibilities:

  • Team Management:
    Supervise, motivate, and support a team of [X–15] agents to meet and exceed performance metrics such as quality, productivity, and customer satisfaction.
  • Performance Monitoring:
    Track and analyze daily, weekly, and monthly KPIs; prepare reports and present team performance insights to management.
  • Coaching & Development:
    Conduct regular one-on-one coaching sessions, performance reviews, and skill development plans to enhance team effectiveness.
  • Quality Assurance:
    Ensure adherence to company policies, quality standards, and process guidelines. Perform quality checks and provide constructive feedback.
  • Issue Resolution:
    Handle complex or escalated customer concerns efficiently and professionally.
  • Process Improvement:
    Identify workflow bottlenecks, recommend process enhancements, and drive implementation to improve efficiency and service delivery.
  • Communication:
    Serve as the primary communication channel between management and team members, ensuring clear dissemination of updates, changes, and priorities.
  • Attendance & Compliance:
    Monitor attendance, schedule adherence, and ensure compliance with BPO operational standards.
  • Collaboration:
    Coordinate with training, quality, and workforce management teams to align on performance goals and process changes.

Qualifications:

  • Bachelor's degree preferred; equivalent work experience accepted.
  • Minimum
    2–3 years
    of experience in a
    BPO environment
    , with at least
    1 year in a supervisory or team lead role.
  • Strong understanding of BPO operations (voice, chat, or back-office).
  • Excellent communication, leadership, and conflict-resolution skills.
  • Proficient in MS Office tools and CRM or contact center platforms.
  • Ability to analyze data, generate reports, and use insights to drive performance.
  • Flexible to work on shifting schedules, weekends, or holidays as required.

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