Team Leader - 02

The Team Leader is responsible for supervising, guiding, and motivating a team to achieve specific goals and objectives. This role involves coordinating daily operations, ensuring team performance aligns with organizational standards, and fostering a collaborative work environment. The Team Leader acts as the primary point of contact between team members and management, addressing challenges, providing feedback, and supporting professional growth. By promoting efficiency and maintaining a positive atmosphere, the Team Leader ensures that the team consistently delivers high-quality results.

Key Responsibilities:

• Responsible for assisting management in the efficient operation of the CS team in Makati.
• Serves as an effective resource in the timely resolution of customer service issues, striving for a win/win situation.
• Conduct routine meetings with staff that encourage two-way communication both in a team setting and one-on-one. Provide the appropriate follow-up questions.
• Responsible for establishing goals and objectives of direct reports and review progress during 1:1 meeting.
• Effectively assist with the development and implementation of additional training.
• Assure training docs are posted and updated in the SharePoint Makati community.
• Provide staff with accurate information pertaining to procedural/system changes.
• Ensures that proper staffing levels are maintained for coverage of all tasks.
• Ensures proper tracking of workday reports for associates and ensures that bi-weekly payroll information is entered in a timely manner.
• Every six months effectively review goals for each associate assuring performance evaluations are conducted with appropriate paperwork completed, approved, and filled with Culture and People.
• Effectively motivate, coach, counsel, and evaluate the performance of CSRs.
• Meets weekly with CP managers to ensure feedback and communication lines are open.
• Works closely with the Makati director for support of the entire team.
• Continuously review all processes for efficiency to be made and metrics being completed.
• Seeks additional tasks with the CP team for additional support

• Bachelor’s degree in Business Administration, Communications, or a related field preferred. Equivalent work experience will also be considered.

• At least 2–3 years of leadership experience in a BPO or customer service environment.
• Proven track record in team management, performance coaching, and issue resolution.
• Experience handling performance metrics, reporting, and staff scheduling.
• Strong leadership and interpersonal skills
• Excellent verbal and written communication
• Effective problem-solving and decision-making abilities
• Able to lead by example, motivate teams, and manage conflict
• Strong organizational and time management skills
• Proficient in Microsoft Office tools (Word, Excel, PowerPoint)
• Experience using workforce management tools, CRM systems, or ticketing platforms is a plus
• Familiarity with SharePoint is an advantage
• Open to working night shift and adjusting to business needs

• HMO with 1 free dependent
• Life Insurance
• 20 PTO leave credits
• 20% Night Differential
• Company provided equipment
• Career Growth and Learning
• WFH - Night Shift setup