Customer Care Team Leader

Job Expectations:

• Position Type: Experienced - Lead
• Employment Type: Full-Time; Permanent (Direct Hire)
• Work Setup & Location: Onsite - McKinley Cyberpark, Taguig City
• Work Schedule: Mondays - Fridays; Night/Shifting
• Number of Headcounts: 15+ FTEs Available
• Industry: IT Consulting & Services (IT-BPO)

About the Job:

We are looking for an experienced and people-focused Customer Care Team Leader to join our client's Customer Care operations. In this role, you will be responsible for driving team performance, coaching and developing agents, and ensuring consistent delivery against service level agreements (SLAs). You will lead day-to-day operations, communicate strategic priorities, and partner with cross-functional teams to continuously improve customer satisfaction, efficiency, and service quality.

Key Responsibilities:

• Lead, coach, and develop a team of Customer Care agents to achieve performance, quality, and productivity targets.
• Conduct regular performance reviews, feedback sessions, and implement Performance Improvement Plans (PIPs) as needed.
• Monitor daily operations and team performance against SLAs, productivity, quality, and attendance metrics.
• Manage agent scheduling, staffing allocation, and workload distribution to meet operational requirements.
• Prepare and present performance reports for WBR, MBR, and QBR discussions, including insights and action plans.
• Drive continuous improvement initiatives to enhance customer satisfaction, operational efficiency, and team engagement.
• Collaborate with Quality, Workforce, and Operations teams to ensure consistent delivery and process alignment.

Qualifications:

• Bachelor's degree, preferably in Business Administration, Communications, or a related field.
• 3+ years of solid leadership or Team Leader experience in a BPO or Contact Center environment.
• Proven experience managing Customer Care / Customer Service teams.
• Strong understanding of contact center KPIs, SLAs, and performance management.
• Experience with scheduling, reporting, and workforce coordination.
• Excellent coaching, communication, and analytical skills.
• Ability to perform effectively in a fast-paced, performance-driven environment.
• Can start immediately, if possible.

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