Job Summary:
We are looking for a Team Lead (Starter Level) to support a growing telco campaign in Ortigas, Pasig. This role is ideal for candidates with strong BPO or telecommunications experience who are ready to step into or further develop their leadership capability.
The role focuses on driving team performance, coaching agents, and ensuring consistent delivery of operational targets in a fast-paced environment.
Key Responsibilities:
- Manage and oversee a team of customer service or sales representatives
- Drive performance across key metrics such as AHT, CSAT, QA, Sales, and Adherence
- Conduct regular coaching sessions, feedback discussions, and performance reviews
- Identify performance gaps and implement action plans
- Handle customer and client escalations effectively
- Lead team huddles, calibrations, and daily performance discussions
- Prepare and analyze daily and weekly reports
- Collaborate with internal stakeholders to ensure operational excellence
Qualifications:
- At least 2–3 years of BPO experience, preferably in a telco account
- With Team Lead experience or strong SME/Acting Team Lead background
- Experience handling or supporting a team in a voice, sales, or support environment
- Strong understanding of BPO KPIs such as AHT, CSAT, QA, and Sales
- Good communication, coaching, and leadership skills
- Able to work in a fast-paced and performance-driven environment
Work Setup:
- Onsite – Ortigas, Pasig
- Shifting schedule or graveyard shift may apply
