BPO Team Lead

Role Details

Type of Support: Omnichannel

Contract Duration: 60-90 days

Location: Onsite in BGC, Taguig

Schedule: Open to shifting schedules (subject to business requirements)

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let's build the future of customer experience together.

The Role

We're hiring a Customer Service Team Lead to support a rapidly expanding personal assistance program that blends high-touch service with efficient task execution. This role oversees a customer support team for a service that helps users manage everyday tasks: booking services, coordinating schedules, handling research requests, and resolving issues with accuracy, care, and proactive problem-solving.

You'll shape the team's performance and service culture, driving consistency, quality, and operational excellence. Through thoughtful coaching and hands-on leadership, you'll ensure every interaction feels seamless, dependable, and genuinely supportive.

What You'll Do:

• Lead and coach a team of Customer Support Specialists to meet performance, quality, and service level goals
• Manage escalations with empathy and ensure timely, high-quality resolutions
• Track key metrics (AHT, CSAT, attendance, productivity) and drive action plans.
• Support onboarding and ongoing skill development
• Ensure compliance with policies, client standards, and data privacy requirements.
• Oversee daily operations and partner with workforce, quality, and training teams to resolve issues and improve processes

What We Expect From You:

• At least 1 year in a leadership or SME role
• 2–3 years of BPO customer support experience
• Strong communication, coaching, and people management skills
• Solid understanding of operational metrics and what drives team performance
• Experience with CRM or ticketing tools (Zendesk, Intercom, Freshdesk, etc.) is an advantage
• Willing to work onsite in Taguig (Cybersigma) on a graveyard shift
• Organized, proactive, and effective in a fast-paced, performance-driven environment

What You'll Get In Return:

• Competitive compensation aligned with experience and performance
• Opportunity to lead and develop a dynamic support team
• Collaborative culture with supportive, people-first leadership
• Career growth opportunities within a global organization

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core—that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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