BPO Team Leader
- Cebu City, Cebu
- Permanent
- Full-time
Work Arrangement: Onsite
Shift: 24x7 Rotating Shifts
Location: Cebu
Start Date: ASAP
Openings: 25About the Role:We are seeking a proactive and experienced Team Lead to manage a voice support team within a customer service operations environment. The ideal candidate will have a strong background in leading teams, especially in high-volume or customer-facing environments. This role is fully onsite and requires flexibility to work across rotating shifts.Key Responsibilities:
- Team Management: Supervise daily operations of the support team, track performance metrics, and ensure service level agreements (SLAs) are met.
- Communication: Serve as the liaison between the team and upper management, delivering updates, policy changes, and feedback clearly and effectively.
- Task Delegation & Coordination: Allocate tasks based on team members skills and capacity while ensuring deadlines and quality standards are met.
- Coaching & Development: Provide regular coaching, mentoring, and performance feedback to team members to support their professional growth.
- Conflict Resolution: Mediate interpersonal issues and ensure a positive team environment to maintain productivity and morale.
- Education: College degree preferred, but open to undergraduates with relevant experience.
- Experience: Minimum of 2 years in a Team Lead or Supervisory role within any line of business.
- Skills:
- Strong leadership and organizational skills
- Excellent verbal and written communication
- Problem-solving and decision-making abilities
- Comfortable working in fast-paced, customer-driven environments