Location: Onsite McKinley, Taguig
Salary: 60,000
Job Summary
The Team Leader is responsible for managing day-to-day team performance, driving employee development, and ensuring operational targets are consistently met. This role focuses on performance management, workforce planning, quality improvement, and continuous process optimization while fostering a high-performing and motivated team.
Key Responsibilities
- Manage team performance, engagement, and career development
- Conduct regular performance reviews, coaching, and feedback sessions
- Create, implement, and manage Performance Improvement Plans (PIPs)
- Communicate organizational vision and strategic updates to the team
- Identify and lead initiatives to improve customer satisfaction, productivity, and operational efficiency
- Prepare, own, and present reports for WBR, MBR, and QBR
- Handle agent scheduling, staffing requirements, and daily work allocation
- Monitor daily performance against SLAs, including productivity, quality, and turnaround time
- Coordinate and participate in weekly quality calibration sessions
- Provide consultative support through strong end-to-end process knowledge and data-driven insights
- Drive continuous improvement programs to enhance productivity, product knowledge, efficiency, and cost reduction
- Inspire, motivate, and lead the team while promoting innovation and process improvement
- Prepare and present monthly performance summaries highlighting achievements, challenges, and improvement plans
Qualifications & Requirements
- Minimum of 3 years Team Leader / Leadership experience in a BPO environment
- Strong people management, coaching, and performance management skills
- Excellent analytical, reporting, and presentation abilities
- Proven ability to manage SLAs and operational metrics
- Strong communication and stakeholder management skills
