BPO Team Lead | Onsite

Job Title: BPO Team Lead
Location: Bonifacio Global City, Taguig City (Onsite)
Schedule: Night Shift (12:00am to 9:00am)

When you join us, you become part of a company that values strong partnerships, innovation, and growth; not just for our clients, but for our people too.

What’s in it for You?

We don’t just want you to succeed, we want you to thrive. At AGSI, you’ll enjoy:

• Attendance Incentives and Non-taxable Allowances, because your dedication deserves recognition.


• Free Food and Coffee when reporting onsite, to fuel your productivity and enjoy the perks of office life.


• 30 Leave Credits per Year, giving you generous time off to recharge, travel, or spend with family.


• HMO Coverage for You and Your Dependents with access to counseling programs to support both health and wellbeing.


• Group Life Insurance for your peace of mind.


• Regular Work Schedule with Weekends Off, so you can enjoy balance and predictability.


• Great Company Culture with fun in-office activities, engaging team events, and meaningful CSR initiatives that let you give back to the community.

Here, you won’t just find a job. You’ll find a team that invests in your growth and celebrates your success

Role Overview

The BPO Team Lead is responsible for leading a team of offshore BPO professionals supporting multiple client accounts. This internal role focuses on day-to-day people leadership, service delivery, and performance management while ensuring consistent quality, client satisfaction, and operational efficiency across all assigned accounts.

The role acts as a key link between frontline teams, internal leadership, and client stakeholders, ensuring deliverables are met and service standards are maintained.

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and support a team of BPO agents across multiple client accounts


• Manage daily operations including scheduling, task allocation, and workload balancing


• Monitor individual and team performance against KPIs, SLAs, and quality standards


• Conduct regular feedback sessions, coaching, and performance check-ins


• Serve as the first point of escalation for team issues, client concerns, and operational challenges
  
  

Multi-Account & Client Support

• Oversee service delivery for multiple accounts, ensuring each client’s requirements and expectations are met


• Maintain a strong understanding of each client’s processes, priorities, and success metrics


• Support client onboarding, transitions, and scope changes as needed


• Partner with internal stakeholders to ensure smooth communication and issue resolution

Quality Assurance & Process Improvement

• Ensure consistent execution of processes and adherence to client-specific guidelines


• Identify performance trends, risks, and improvement opportunities across accounts


• Implement process improvements to increase efficiency, quality, and scalability


• Support quality audits, documentation, and compliance requirements
  

Reporting & Communication

• Track and report on team performance, productivity, and service delivery metrics


• Provide regular updates to internal leadership on account health and team performance


• Contribute insights and recommendations to improve client outcomes and operational effectiveness

Qualifications & Experience

• Experience working in a BPO or shared services environment


• Prior experience in a team lead role


• Experience supporting multiple accounts or clients simultaneously


• Strong understanding of KPIs, SLAs, and performance management


• Excellent communication and problem-solving skills


• Ability to manage priorities in a fast-paced, multi-client environment