Team Lead (V)

About the role

Helpware is seeking an experienced Team Lead (V) to manage a group of Customer Service Representatives in its Cebu office. The role focuses on driving performance, providing coaching, and ensuring the team meets client and company standards.

Key responsibilities

• Monitor individual and team performance against defined metrics and take corrective actions to improve results.
• Conduct regular coaching, mentoring, and performance feedback sessions.
• Prepare and deliver data reports on team performance.
• Handle administrative tasks such as payroll template preparation.
• Motivate agents to achieve professional growth and productivity targets.
• Oversee staffing plans, schedule adherence, and alignment with business needs.
• Foster a culture that reflects company mission, vision, and leadership principles.

Required profile

• Minimum 2 years experience in a BPO environment or similar role with people and client management responsibilities.
• Proven experience as a team leader or supervisor.
• Strong knowledge of performance metrics and ability to analyze results.
• Excellent communication, leadership, organizational, and time‑management skills.
• Ability to adapt quickly in a fast‑paced environment and manage multiple tasks.

Required skills