Team Leader (BPO)

Job Summary:

The ideal candidate has strong leadership skills, excellent communication abilities, and a proven track record in customer service operations, particularly in chat, SMS/text, and email-based support.

Key Responsibilities:

• Lead and manage a team of Customer Support Agents handling inquiries via chat, SMS/text, and email.
• Monitor daily team performance to ensure adherence to SLAs, response time targets, and quality standards.
• Conduct regular coaching, mentoring, and performance reviews to drive continuous improvement.
• Ensure that at least 80% of chats are responded to within 3 minutes and agents meet or exceed a 90% quality audit score.
• Coordinate with the escalation team (AST) for issues that require advanced handling or voice-based resolution.
• Support team in achieving goals related to productivity, accuracy, and customer satisfaction.
• Generate and analyze team performance reports, identifying trends and areas for improvement.
• Maintain strong communication with HR, QA, and Operations teams for seamless workforce management.
• Enforce compliance with all internal processes, procedures, and company policies.
• Assist in onboarding and training of new team members.

Qualifications:

• At least 2 years of experience in a Team Leader or Supervisory role in a BPO or customer service setting.
• Strong background in non-voice customer service operations (chat, email, SMS/text).
• Excellent written and verbal communication skills with attention to detail.
• Proven ability to motivate and lead teams in a fast-paced, metrics-driven environment.
• Comfortable using digital platforms, CRM systems, and reporting tools.
• Strong problem-solving and conflict resolution skills.
• Must be willing to work onsite in Makati on a graveyard shift schedule.

Benefits:

• Paid training
• Opportunities for promotion
• Potential for regular employment