Team Lead

Company Description SPLACE BPO is a client-focused, customer-centric omnichannel business process outsourcing company that connects brands and customers through consistently strong customer experiences. The organization distinguishes itself by going beyond streamlined operations to build genuine, transparent partnerships that reduce friction and strengthen trust. SPLACE BPO is dedicated to prioritizing client success while empowering its teams to deliver exceptional service. The company believes that satisfied clients and engaged employees are the foundation of outstanding customer experiences, creating a collaborative and growth-oriented work environment for team members.

Role Description The Team Lead is a full-time, on-site role based in the Philippines, responsible for overseeing a team of customer service representatives and ensuring performance targets and quality standards are met. Day-to-day responsibilities include monitoring team metrics, guiding agents on customer interactions, conducting coaching sessions, and providing feedback to drive continuous improvement. The Team Lead will handle escalated customer concerns, coordinate with internal stakeholders to resolve issues, and ensure adherence to company policies and client requirements. The role also involves scheduling and workforce management within the team, preparing performance reports, and supporting training initiatives to maintain high service levels and a positive team culture.

Qualifications

• Experience in team leadership or supervisory roles in a BPO or customer service environment, with strong people management and mentoring skills.
• Proficiency in performance management, including monitoring KPIs, conducting coaching, and implementing action plans to improve results.
• Strong customer service skills, including handling escalations, resolving conflicts, and maintaining professionalism in high-pressure situations.
• Effective communication skills, both written and verbal, with the ability to clearly relay expectations and provide constructive feedback.
• Organizational and time management abilities, including scheduling, prioritizing tasks, and managing multiple responsibilities simultaneously.
• Comfort with using CRM tools, contact center platforms, and basic office software (e.g., spreadsheets, presentation tools) to track and report performance.
• Demonstrated ability to work collaboratively, foster team engagement, and contribute to a supportive, inclusive work environment.
• Previous experience in an omnichannel or multi-channel customer support setting is an advantage.
• Availability to work on-site in the Philippines, with flexibility for shifting schedules if required by client needs.
• Relevant education or training in business, management, communications, or a related field is preferred but not strictly required.