Team Leader

2 weeks ago

Angeles P, Philippines The BOSS System Full time ₱240,000 - ₱360,000 per year

Key Responsibilities:

  • Supervise and support a team of agents handling the home care account.
  • Monitor daily agent activities to ensure adherence to schedules, quality standards, and productivity targets.
  • Provide guidance, coaching, and real-time feedback to agents to improve performance.
  • Handle escalations and assist agents with complex issues or concerns.
  • Conduct regular performance reviews and one-on-one sessions with team members.
  • Coordinate with internal departments (HR, Training, QA) to address performance or behavioral issues.
  • Ensure accurate and timely reporting of metrics, attendance, and team updates to the Operations Manager.
  • Promote accountability, professionalism, and a culture of continuous improvement.
  • Assist with onboarding and training of new team members.
  • Willing to temporarily cover agent duties/shifts in the event of absences or call-offs to ensure no disruption in service.
  • Act as the primary point of contact between frontline agents and leadership during the shift.

Qualifications:

  • At least 2 years of experience in a BPO or healthcare support environment; 1 year in a team lead or supervisory role preferred.
  • Experience handling a homecare, healthcare, or staffing-related account is a strong advantage.
  • Excellent leadership and interpersonal skills.
  • Strong communication and problem-solving abilities.
  • Proficient in coaching, conducting one-on-one sessions, and preparing performance or productivity reports.
  • Proficient in using productivity tools and monitoring platforms (e.g., Google Workspace, MS Office, CRM systems).
  • Organized, reliable, and capable of making decisions under pressure.
  • Willing to work onsite full-time and step in to assist with operations when needed.

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

  • Company events
  • Free parking
  • Health insurance
  • Staff meals provided
  • Transportation service provided

Work Location: In person

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