Team Leader – Customer Service (C S2)

About the role

Helpware is seeking an experienced Team Leader to manage a group of Customer Service Representatives (CSRs) in its Cebu office. The role focuses on driving performance, coaching agents, and ensuring alignment with company and client standards.

Key responsibilities

• Monitor individual and team performance against defined metrics and provide support to improve results.
• Conduct regular coaching, mentoring, and performance feedback sessions.
• Prepare and submit data reports on team performance.
• Handle administrative tasks such as payroll template preparation.
• Motivate agents to achieve professional growth targets and enhance overall productivity.
• Oversee staffing plans, schedule adherence, and ensure compliance 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.
• Proven experience as a team leader or supervisor.
• Strong knowledge of performance metrics and ability to analyze data.
• Excellent communication, leadership, organizational, and time‑management skills.

Required skills