Role: BPO Team Lead
Location: Taguig Site
Schedule: Night Shift
Work Set-up: On Site
Employment Type: Full Time
About the Role
The Team Lead is responsible for overseeing the daily performance, productivity, and development of a team of agents. This role ensures delivery of high-quality service, meets client SLAs, and drives operational excellence through coaching, monitoring, and continuous improvement.
- Lead, coach, and mentor a team of agents to achieve individual and team KPIs.
- Identify performance gaps and create improvement plans in partnership with QA and Operations.
- Support escalations and assist agents in resolving complex issues.
- Collaborate with QA, Training, and Process Excellence to improve process efficiency and service delivery.
- Ensure alignment between client expectations and team performance.
Job Qualifications
- Bachelor's degree or equivalent work experience preferred.
- With at least 24 years of BPO Team Leader experience.
- Strong communication and interpersonal skills.
- Experience in handling escalations, coaching, reporting, and stakeholder communication.
- Leadership, team motivation, and conflict resolution skills.
