Team Leader – Customer Service BPO

About the role

We are seeking a driven Team Leader to manage a group of customer service representatives in a fast‑paced BPO environment. The role focuses on monitoring performance, coaching staff, and ensuring high‑quality service that meets client and company objectives.

Key responsibilities

• Supervise daily operations of the team.
• Monitor agent performance, attendance and productivity.
• Conduct coaching sessions and provide performance feedback.
• Ensure excellent customer service and compliance with company policies.
• Prepare reports and track team KPIs.
• Assist in resolving escalated customer concerns.
• Motivate and develop team members to achieve targets.

Required profile

• 1–2 years of BPO Team Leader experience.
• Strong communication and leadership abilities.
• Experience handling customer service or sales accounts (advantage).
• Ability to multitask in a fast‑paced environment.
• Willingness to work a shifting schedule and on‑site in Dagupan.

Required skills

• Proficiency in Microsoft Office.
• Familiarity with reporting tools.