Position: Team Leader

Account: Billing

Location: Mandaue City or Lahug, Cebu City

Job Requirements

Qualifications:

• At least 2-4 years Team Lead experience in Call center industry
• Must have billing experience (at least 1-2 years)
• Ability to communicate directly with the client, provide daily performance reporting to leadership + client.
• Must be able to coach to effective sales pitch practices, and lead the team by example and experience (rather than by definition)

Responsibilities

A BPO Team Leader manages a team of agents, focusing on achieving performance targets (KPIs) like Average Handle Time (AHT) and Quality Scores. They conduct daily performance monitoring, coaching, and training, handle escalated customer issues, and ensure compliance with procedures. 

Core Responsibilities:

• Performance Management: Monitoring team metrics, conducting weekly/monthly performance reviews, and providing actionable feedback.
• Coaching & Development: Training agents, identifying skill gaps, and implementing development plans.
• Operational Support: Managing team attendance, scheduling, and ensuring adherence to operational workflows.
• Escalation Management: Handling complex or unsatisfied customer calls (escalations) that agents cannot resolve.
• Motivation & Team Culture: Fostering a positive environment, driving team engagement, and implementing rewards systems.
• Reporting & Communication: Reporting daily team metrics to operations managers and communicating client updates to the team.