Role Overview

The Team Manager is responsible for overseeing daily operations, driving team performance, ensuring service delivery targets are met, and managing high-volume BPO accounts. The role requires strong leadership, coaching, and operational management skills to maintain productivity and customer satisfaction.

Key Responsibilities

• Manage and lead a team of customer service representatives or associates
• Monitor daily team performance, attendance, and productivity
• Ensure achievement of KPIs, SLAs, and client expectations
• Conduct coaching sessions, performance reviews, and team meetings
• Handle escalations and support resolution of customer concerns
• Analyze reports and identify process improvement opportunities
• Coordinate with other departments to ensure smooth operations
• Maintain high levels of employee engagement and morale

Qualifications

• At least 5–6 years of BPO experience
• Experience handling high-volume accounts
• Proven leadership and people management skills
• Excellent communication and problem-solving abilities
• Willing to work onsite in Alabang