Team Leader

6 days ago

INTLPhilippines, Philippines TransPerfect Full time ₱250,000 - ₱450,000 per year

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

We are seeking a proactive and people-focused Team Leader to manage a group of Inbound and Outbound Customer Service Agents supporting global clinical trial operations. The Team Leader will be responsible for overseeing day-to-day performance, ensuring compliance with processes, and driving service excellence in a 24/7 environment. The ideal candidate is dual-skilled—capable of managing a team while also assisting with Workforce Management (WFM) tasks such as scheduling, staffing adjustments, and adherence monitoring. This balance ensures operational efficiency, proper coverage, and a seamless experience for our clients and clinical trial sites worldwide.

Key Responsibilities

  • Supervise, mentor, and coach a team of customer service agents handling inbound/outbound calls, emails, and escalations.
  • Monitor daily operations to ensure SLAs and KPIs (call handling, documentation accuracy, escalation timeliness) are consistently achieved.
  • Conduct performance reviews, provide constructive feedback, and develop individual coaching plans.
  • Partner with WFM to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging.
  • Serve as the first point of escalation for urgent or complex cases before elevating to the Operations Director.
  • Ensure accurate documentation and compliance with clinical trial protocols, confidentiality standards, and data privacy regulations.
  • Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices.
  • Collaborate with global counterparts (UK, US/LatAm, PH teams) to maintain seamless handoffs and service coverage.
  • Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.
  • Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices.
  • Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning.

Qualifications

Education

  • Bachelor's degree preferred; equivalent work experience in a call center or BPO leadership role accepted.

Experience

  • Minimum 2–3 years of experience in customer service, with at least 1 year in a supervisory or team leader capacity.
  • Experience in healthcare support, BPO, or clinical trial operations preferred.
  • Exposure to workforce management processes and tools is a strong advantage.

Skills

  • Strong leadership and coaching skills with the ability to inspire team performance and accountability.
  • Excellent communication skills in English (verbal and written).
  • Analytical mindset with the ability to interpret performance data and drive improvements.
  • Strong problem-solving skills and ability to remain calm under pressure.
  • Proficiency with MS Office, CRM systems, and call logging tools.
  • Dual-skilled: Able to balance people management and WFM support tasks.

Other Requirements

  • Willingness to work rotating shifts, including nights, weekends, and holidays, to support 24/7 global operations.
  • Flexibility to assist with WFM-related tasks as needed.

  • Team Leader

    3 weeks ago

    , , Philippines Tractor Supply Full time

    Essential Duties and Responsibilities The Team Leader is responsible for assisting the Store Manager and Assistant Store Manager with the execution of operational, sales, and merchandising objectives by delivering a Legendary Customer Experience. The Team Leader is also responsible for promoting a safe and productive work environment for all Team Members,...

  • Team Leader

    3 weeks ago

    , , Philippines Movate Technologies Services Limited Full time

    Qualifications Between 1 – 3 years experience in technical service desk environment as Team Leader Hands-on experience with Windows/Linux/Mac OS environments Working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote...

  • Team Leader

    4 weeks ago

    , , Philippines transcosmos Europe Full time

    Team Lead This role is provided by transcosmos Europe. Your actual pay will be based on your skills and experience. Talk with your recruiter to learn more. Base Pay Range The Team Leader is responsible for providing and supporting the day-to-day provision of services and for promoting the technical knowledge and understanding of the End User Helpdesk team in...

  • Team Leader

    2 weeks ago

    Philippines Peak Support Full time ₱250,000 - ₱500,000 per year

    :We are seeking a detail-oriented and adaptable Team Leader to join our team.This opportunity is ideal for candidates who thrive in structured environments but are also comfortable navigating change and continuous improvement.Our client is a rapidly growing technology firm serving insurance companies. Your ability to manage complex, detailed tasks with...

  • Team Leader

    1 week ago

    Philippines transcosmos (TCIS) Full time ₱900,000 - ₱1,200,000 per year

    The Team Leader is responsible for providing and supporting the day-to-day provision of the Services and promoting the technical knowledge and understanding of the End User Helpdesk team, in a manner which is conducive to effective working relationships and in line with transcosmos Information System's (TCIS) values and objectives. This includes ensuring...

  • Team Leader

    3 weeks ago

    , , Philippines Tractor Supply Company Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: The Team Leader is responsible for assisting the Store Manager and Assistant Store Manager with the execution of operational, sales, and merchandising objectives by delivering a Legendary Customer Experience. The Team Leader is also responsible for promoting a safe and...

  • Team Leader

    3 weeks ago

    , , Philippines Tractor Supply Full time

    The Team Leader is responsible for assisting the Store Manager and Assistant Store Manager with the execution of operational, sales, and merchandising objectives by delivering a Legendary Customer Experience. The Team Leader is also responsible for promoting a safe and productive work environment for all Team Members, customers, and vendors, as well as...

  • Team Leader

    1 week ago

    , Metro Manila, Philippines Development and Growth Full time

    Job Position: Team Leader (Inbound and Outbound Sales)Work Setup: Onsite – transitioning to Work from Home in AugustLocation: Mandaluyong CityCompany Setup: BPO supporting Australian clientsShift Schedule: Day shiftSalary: ₱25,000 – ₱30,000 monthly Job Summary We are looking for a motivated and experienced Team Leader to manage and support our team....

  • Team Leader

    2 weeks ago

    , Laguna, Philippines FURUKAWA ELECTRIC THERMAL MANAGEMENT SOLUTIONS AND PRODUCTS LAGUNA, INC. Full time

    Job Summary The Team Leader in the Production Department is responsible for overseeing daily production operations, ensuring that production goals are met efficiently and effectively. This role requires coordinating with the production team, monitoring output and downtime, and maintaining accurate reports. The Team Leader ensures smooth operations by...

  • Production Team Leader

    7 days ago

    , Laguna, Philippines Bel-Live Management, Inc. Full time

    Production Team Leader Company: Bel-Live Management, Inc. Salary: ₱15-20K (Monthly) Work Arrangement: On-site - Laguna Experience: 1-3 Yrs Exp Education: Diploma Employment: Full-time Application: Chat & Apply Posting Status: Active within three days Job Description handling/scheduling people accomplish production report address some concerns ensure on...