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Team Leader

Global BPO Provider

Quezon City, Metro Manila

Hiring until March 05

Refer & Earn

Up to PHP 3,000

Job Description

Job Purpose: 

  • Manage an assigned team of agents/Customer Service Representatives or Operators to meet performance, quality, customer satisfaction, efficiency and hours/staffed time goals by providing knowledge, education, support and guidance in accordance with client-approved processes as well as internal company procedures and policies.

  • Manage the performance and development of direct reports through effective education
    • Formulate a daily/weekly and monthly plan of action for each agent by using all available statistical or historical data as well as qualitative information 
    • Conduct regular transaction (call) monitoring using client approved or company-standard transaction monitoring/quality assurance evaluation forms 
    • Provide regular feedback and coaching to agents based on thorough problem identification techniques and root-cause analysis and by using the most appropriate educational tool 
    • Employ Effective Performance Management (EPM) processes and tools 
  • Conduct Monthly Performance Review (MPR) as well as annual performance reviews 
  • Manage results and numbers 
  • Ensure accountability among team members 
  • Provide leadership and motivation to direct reports 
  • Develop harmonious working relationship and teamwork 
  • Complete tasks delegated/assigned by the Operations Manager 
  • Handle escalated irate and/or upset customers' inquiries promptly and professionally and in compliance with quality standards/call processing guidelines and standards
  • Perform other reasonable duties as required


Educational Attainment

College Graduate

Min. Work Experience

1 year

Qualification Summary

  • Graduate of a 4-year Course (or equivalent work experience) 
  • At least 6 months to one-year work experience as an Agent or a Customer Service Representative, preferably within the same program or a similar program
  • Call Center experience (required) 
  • At least one-year Supervisory experience required if lacking in Educational attainment 
  • Planning & Organizing 
  • Excellent oral & written communication 
  • Basic mathematical and statistical analysis 
  • Problem-solving and decision-making 
  • Motivational and people skills
  • Negotiation skills
  • Proficiency in basic computer applications 
  • Adaptability and flexibility
  • Leadership 
  • Team player 
  • Integrity and Honesty
  • Professionalism 
  • Customer Service Orientation 
  • Positive Mental Attitude
  • Culture Fit

Skills Required


Customer Service

Excellent Communication Skills



Job Details

Employment Type


Position Level


Work Schedule

Amenable to Any Shift

Job Category

Management & Operations



About Global BPO Provider

The company is a global provider of customized business process outsourcing solutions that include customer care, offshoring, self-service IVR, and web chat.