BPO Team Leader

Job Title: Team Lead Voice Support
Work Arrangement: Onsite
Shift: 24x7 Rotating Shifts
Location: Cebu
Start Date: ASAP
Openings: 25

About 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.

Qualifications:

• 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