BPO Team Lead

Role Details

Type of Support: Omnichannel (Chat, Email, Phone, Social Media)
Location: Hybrid, Metro Manila, Philippines
Work 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 sleep.

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.

Welcome to Crescendo. Welcome to what's next.
 

The Role

We're looking for a seasoned BPO Team Lead who knows how to bring out the best in frontline support teams. In this fast-paced environment, you'll balance coaching, performance oversight, and operational execution to keep the team aligned, motivated, and delivering results.

You'll help shape the team's service culture by setting clear expectations, providing ongoing feedback, and ensuring every customer interaction is reliable, thoughtful, and high quality.
 

What We Expect From You:

• At least 2 years 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
• Organized, proactive, and effective in a fast-paced, performance-driven environment
   

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 You'll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Comprehensive benefits package including medical, dental, and vision options
• Training and professional development opportunities

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.