BPO - Team Leader

Don't you find it annoying when someone falls for an obvious red flag? Well, some people just need some help. That's why were looking for a reliable team lead to guide our agents at Unity Communications.

In this role, you'll be the steady set of eyes and ears for your team, catching issues before they snowball, helping agents turn challenges into improvements, and ensuring wins don't go unnoticed. Think of it as being that friend everyone depends on for great advice and support, but this time, you'll get paid.

Ready to make your reliable friend trait a profession? Apply today!

How You Spend Your Eight Hours

· Monitor team performance based on KPIs and ensure agent productivity and engagement on the production floor or remote channels

· Serve as the first line of escalation for agents and clients while ensuring systems and schedules are followed

· Lead and develop the team through coaching, feedback, conflict resolution, and performance improvement plans

· Facilitate communication between management, clients, and agents

· Participate in the selection and interviewing of new agents

· Conduct training, refresher sessions, and onboarding to align with Unity and client standards

· Cross-train to learn team roles for backup and overflow support

· Manage administrative duties such as time sheets, coaching records, evaluations, and reports

· Perform other job-related duties within the scope of practice as assigned

What You Must Possess

· Strong leadership and coaching skills to drive agent performance

· Conflict resolution and problem-solving abilities

· Excellent communication skills for liaising with clients, management, and team members

· Ability to manage multiple responsibilities including monitoring, training, and administration

· Strong organizational skills to handle performance evaluations, time sheets, and reports

· Adaptability to step into various team roles as needed

· Commitment to maintaining Unity and client standards

What You Shall Receive

· HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service

· VL/SL credits upon regularization

· Friendly and supportive work culture

· 13th-month pay and other Philippine-government-mandated benefits

· Non-taxable allowances

· Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

· Full-time position

· Monday to Friday, 9 AM to 6 PM Manila time

· Hybrid work setup with on-site training

Why Join Our Company

You look for a company whose senior management listens to what you are and arent saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.